About Bartell Hotels: Bartell Hotels is San Diego's largest independent hotel owner-operator with a sharp focus on employees, customers and community. This diverse collection of properties reflects Southern California's natural beauty, love for active lifestyles and exceptional hospitality. Our hotels combine classic and modern design, farm-to-table restaurants and energized bars, three beautiful marinas and the iconic Humphreys Concerts by the Bay entertainment venue.
Our Culture: At Bartell Hotels you will find a team of incredibly friendly people who are committed to exceeding guest expectations every day. The Bartell Hotels culture emphasizes respect, pride, teamwork and development. When you work at Bartell Hotels, you are encouraged to think entrepreneurially, and you are empowered to perform and show leadership in ways that can help advance your career. We often look within to promote deserving colleagues at all levels. Bartell Hotels embraces colleague diversity, inclusion and equity, and is firmly committed to respecting and appreciating each colleague.
Bartell Hotels is an equal opportunity employer.
Job Summary
We are seeking a versatile and proactive Assistant Director of Guest Services to lead our guest services team. As a key leader in a modern, cashless property, you will oversee front desk operations and ensure seamless guest transitions. This role requires a "hands-on" leader who is ready to step into various roles—from managing reservations to covering emergency shifts. You will serve as the primary point of contact and Acting Director of Guest Services during the Director’s absence, while providing high-level operational support to all other department managers.
Key Responsibilities
Leadership & Cross-Functional Support
- Direct Reporting: Execute all directives from the Director of Guest Services and provide comprehensive administrative and operational support.
- Inter-Departmental Collaboration: Provide the same degree of professional support to all other Department Managers (Housekeeping, Maintenance, etc.) to ensure cohesive hotel operations.
- Acting Management: Assume full responsibility for the Guest Services department in the absence of the Director.
- Staff Supervision: Assist in supervising Guest Service Agents to ensure all tasks are executed in a pleasant and efficient manner.
- Shift Coverage: Maintain a flexible schedule to cover shifts for employee call-outs, including overnight (Night Audit) shifts.
Operational Adaptability & Communication
- Dynamic Hours: Maintain flexibility to adjust work hours and departmental operations based on fluctuating business needs.
- Guest Updates: Proactively ensure guests are fully informed of any changes to hotel hours of operation or service availability.
Front Desk & Cashless Operations
- Digital Transactions: Enforce the hotel’s strict cashless policy, processing all credit card transactions with high accuracy.
- Check-in/Out: Greet, register, and assign rooms. Issue keys and provide directions without announcing room numbers.
- Communication: Manage the switchboard and handle inquiries regarding local dining, shopping, and entertainment.
Reservations & Occasional Logistics
- Channel Management: Perform all reservation duties for both direct bookings and indirect channels (OTAs).
- Occasional Bellman Duties: As the property does not employ dedicated bell staff, the Supervisor will occasionally assist with escorting guests to rooms, handling luggage, and other Bellman duties as required.
- Evolution of Role: Perform any other duties as assigned. Please note that as hotel needs evolve, additional responsibilities not yet defined may be added to this position at a future date.
Physical Demands & Work Environment
- Physical Activity: Must be able to stand and walk for extended periods; climb, balance, stoop, and kneel.
- Lifting: Frequently lift and/or move up to 50 pounds and carry 25 pounds while navigating stairs.
Qualifications
- Software Expertise: Previous experience with Opera PMS is highly preferred.
- Adaptability: Proven ability to remain flexible with scheduling and operational changes based on business volume.
- Proven experience in Hotel Front Office operations (Supervisor level preferred).
- Expertise in managing digital reservation channels and Property Management Systems.
- Availability to cover emergency shifts, including weekends and overnights.