Assistant Guest Services Manager

• Pay or shift range: $70,304 USD to $72,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Essential Job Duties and Responsibilities

• Guest Experience Management
  :
  • Oversee guest relations operations, ensuring guest requests and needs are met efficiently, courteously, and professionally.
  • Support a seamless check-in and check-out experience, assisting guests with special requirements, concerns, and service recovery as needed.
  • Respond promptly and effectively to guest inquiries, ensuring each interaction is positive and aligned with the hotel's service standards.
  • Anticipate guest needs and arrange personalized services, amenities, transportation, and concierge support to enhance the guest experience..
• Front Office Operations & Supervision
  :
  • Serve as the MOD and primary point of contact for all hotel operations when required
  • Assist in overseeing the daily operations of the Front Desk and Bell Luggage Attendants, ensuring smooth check-in/check-out processes and providing excellent guest service.
  • Supervise and support Front Desk Agents and other guest service staff, ensuring they adhere to hotel policies, procedures, and service standards.
  • Handle guest check-ins and check-outs in a timely and efficient manner, addressing any special requests, inquiries, or issues.
  • Ensure all guest interactions are positive and professional, addressing concerns or complaints promptly and effectively.
  • Assist in managing room assignments, coordinating with housekeeping to ensure rooms are ready for arrivals.
• Team Leadership and Development
  :
  • Lead, train, coach, and develop the guest services and Bell Luggage teams to deliver attentive, polished, and thoughtful hospitality.
  • Set clear expectations, provide ongoing feedback, and support performance conversations and evaluations in partnership with hotel leadership.
  • Foster a culture of excellence, teamwork, accountability, and professionalism across the guest services team.
  • Support scheduling, shift coverage, and daily assignments to ensure appropriate service levels and operational continuity.
• Handle and resolve guest complaints and concerns promptly, thoughtfully, and in a manner that supports guest satisfaction and loyalty.
• Document and communicate guest feedback, service issues, and recovery actions to leadership and relevant departments.
• Identify recurring concerns and partner proactively with teams across the hotel to address service gaps and prevent repeat issues.
• Operational Efficiency and Coordination:
  • Coordinate with Housekeeping, Engineering, Food and Beverage, Security, and other departments to ensure guest needs are met promptly and accurately.
  • Monitor departmental workflow and service execution to support efficient operations and high levels of guest satisfaction.
  • Ensure guest services procedures are followed consistently and team members comply with hotel policies, standards, and applicable procedures.
• Guest Services Standards and Procedures:
  • Support the development, maintenance, and implementation of guest services policies and procedures that promote consistent service delivery.
  • Ensure the team follows service standards for greeting guests, managing reservations, handling special requests, and communicating with other departments.
  • Review guest service procedures regularly and recommend updates that reflect guest expectations, operational needs, and luxury hospitality best practices.
• Guest Communication and Relationships
  :
  • Build strong guest relationships through personalized service and attentive follow-through.
  • Maintain communication with repeat guests and VIPs to help create memorable stays and encourage return visits.
  • Ensure guest preferences and special requests are accurately recorded and communicated to relevant departments.
• Billing and Administrative Duties:
  • Assist with guest billing inquiries and discrepancies, ensuring charges are accurate and resolved in a timely manner.
  • Maintain and update guest records while protecting the confidentiality and security of guest information.
  • Prepare or support daily reports related to guest services activity, guest feedback, room availability, and outstanding follow-up items.

Education and/or Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Three or more years of experience in guest services, front desk operations, or a related hospitality
  role.
  
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