Guest Services Asst Manager - Requisition

General Summary

The Guest Services Assistant Manager promotes and maintains the utmost integrity and the highest caliber of guest services to all guests. In the absence of the Guest Services Manager, he/she will direct, manage, and coordinate the operations and activities of the department. Assist in supervision of the Guest Services Supervisors, and provide all of the necessary support for the Guest Service Manager in order to ensure profitability and maximum revenues by controlling costs, while upholding the high quality standards to ensure guest satisfaction.

All Team Members will display a Four Diamond commitment to Guest Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC).

• Manage, direct, and ensure high guest satisfaction in the delivery of all services.
• Listen, respond, and resolve external and internal guest inquiries, concerns and complaints in a timely manner through conducting a thorough investigation and determining the most effective solution in a positive and articulate manner.
• Observe, maintain and support staff performance to create a work environment that fosters the professional development and growth of Team Members.
• Perform administrative duties in support of Guest Service Manager and Guest Services Supervisors and Representatives and will fill in the event of absences or in the event of heavy workloads to ensure efficient guest service.
• Will demonstrate and ensure that sensitivity to the needs, feelings and capabilities of others and approach others in a pleasant manner, treating them with respect.
• Oversee and ensure accountability for self, supervisors and Team Members’ compliances to all standard operating procedures, company policy, and MICS regulations, by adhering to the progressive disciplinary actions.
• The Assistant Guest Services Manager will assist in the development of both short and long term goals of the department, operations, and staff and assist in implementing, monitoring, maintaining and supporting the strategies to achieve them.
• As a leader and role model for the department, remain calm and alert especially during emergency situations and/or heavy hotel activity.
• Make decisions to support the operations and department using logic and best business practice and take action by demonstrating flexibility to accommodate the unusual situations when required.
• Communicate effectively both verbally and in writing to provide clear direction to staff, organizing and expressing information clearly and using appropriate and efficient methods of conveying information.
• Observe, support, and journal staff performances and provide feedback as needed to maximize the Team Members’ potential through training, counseling, performance evaluation and disciplinary actions.
• Manage the staff’s workload, supplies, breaks, and lunches and make staffing accommodations according to the business demands to ensure adequate staffing levels on a given shift for a smooth operation. Attend mandatory meetings, conduct staff meetings, and pre-shifts to ensure timely and effective communication.
• Manage all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded and reported and accurately reflected in Opera and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices.
• Manage, maintain, support, and ensure all assigned checklists, daily tasks, workloads, and department’s schedules are adhered to provide Four Diamond Guest Service.
• Ensure that reviews and communication is done daily for VIP Arrivals, Special Event, In House Rate Check and all other reports for accuracy of hotel services, accommodations and operations.
• Monitor department expenses to support the allotted budget for the Guest Services Department by operating in an efficient manner and by providing P&L justifications. Analyze operating costs on a regular basis. Review daily and weekly reports to monitor revenue generation, rate management, yield…