Assistant Guest Services Manager
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Position Title: Assistant Guest Services Manager Department: Guest Services FLSA: Exempt Reports To: Director of Rooms JOB OVERVIEW: Manage and monitor the guest services operations of the hotel by supporting, and supervising all guest service operations and staff. Oversee hotel availability, room inventory, increased sales and profitability, and ensure overall guest satisfaction and outstanding service culture. DUTIES AND RESPONSIBILITIES: · Manage and monitor activities and schedules of all employees in the Guest Service Department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. · Direct and oversee guest service related hotel operations during the assigned shift to ensure guest satisfaction and safety. · Conduct Briefing for staff to inform them of activities, group and VIP arrivals as well as special requests and repeat guests. · Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. · Maintain a professional and high quality service oriented environment at all times. · Resolve complaints, disturbances, special requests and any other issues that may arise with guests. · Coordinate Front Office activities with other departments. · Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy. · Assist guests with their needs, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay. · Must actively participate in the decision making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process. · Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning work, conducting training, conducting counseling and evaluations and delivering recognition and also reward. · Ensure the accurate completion of the daily audit in a timely fashion. Oversee preparation of daily summary reports. · Implement and enforce financial controls throughout the department, helping with operating expenses, scheduling, and purchasing. · Should Show Initiative, Problem Solving, Staff Training, Team Leading. · Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication. · Be aware and able to enforce all fire-life-safety procedures. · Report any suspicious persons, activities and/or hazardous conditions to the DOR or the fire/police department if necessary. · Other duties as assigned.