Assistant Guest Services Manager

Pay Range: USD $21.00 - USD $21.00 /Hr. Job Description:

POSITION SUMMARY:
This position will assist the Guest Services Manager in directing and supervising the operational activities
of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of
courteous service while permitting acceptable profit levels.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
• Maintains standards of guest service as established by the hotel.
• Contributes to the profitability and guest sa sfac on percep on of the hotel and its staff.
• Increases the level of guest sa sfac on percep on of the hotel and its staff.
• Increases the level of guest sa sfac on by delivery of an improved product through team member
development, coaching and counseling, and supervision.
• Assists the Guest Services Manager in managing resources to achieve acceptable levels on labor
standards.
• Review VIP reserva ons, amenity orders, and resumes for incoming and in-house guests.
• Update the computer system by inpu ng inventory and non-inventory groups. Control the Suite
book to ensure suites and special blocks are handled correctly. Communicate with other
departments to ensure proper handling of guests and groups. Maintain contact with Reserva on
Service regarding requests for suites, special accommoda ons, etc. Maintain control over rate
changes on in-house guests.
• Compute daily schedules, and other reports. Analyze data and make decisions based on previous
experience and knowledge of circumstances to prepare daily forecast of expected arrivals and
departures.
• Perform front desk du es in the absence of team members, handle cash, make change and
balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms
of payment. Count cash and other methods of payment at the end of the shi to verify and balance
the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel ac vity, and resolve
complica ons such as loca on changes or credit issues. Field guest complaints, conduc on
through research to develop the most effec ve solu ons and nego ate results. Plan and
implement detailed steps by using experienced judgment and discre on.
• Communicate effec vely both verbally and in wri ng to provide clear direc on to staff. Observe
performance and encourage improvement. Administra on of disciplinary procedures. Monitor
lobby traffic and makes staffing adjustments accordingly.
• Provide safety deposit boxes for guest by escor ng them to the vault pulling the box from the vault
and carrying it to the customer. File access slips in room order.
• Prepare weekly forecasts expected arrivals and departures.
• Perform the du es of Guest Service Representa ve, Reserva on Agents and Telephone Operator
in a friendly and courteous manner to ensure guest sa sfac on.
• In emergencies, perform in the capacity of any posi on supervised.
• Par cipate in Manager on Duty program.
• Perform other du es and responsibili es as assigned or required.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice.

 

REQUIRED SKILLS / ABILITIES:
• Must be able to frequently move freely about the hotel, maintain manual dexterity to access
computer via keyboard and operate office equipment, such as telephones, copiers, fax machine,
computer systems etc. and remain standing during extended periods during shi .
• Must be able to frequently move freely about the hotel, including up and down stairs many mes
during shi and remain standing for extended periods.
• Needs to be available to work a variety of hours, varied tasks under varied condi ons.
• Must be able to communicate effec vely in a posi ve/upbeat fashion u lizing English; both orally
and wri en.
• Must exhibit posi ve interpersonal skills with focused a en on to guest needs and varied
business contacts.
• Must maintain a good working rela onship with other departments, team members and guests.
• Must be able to interface with public daily.
• Basic mathema cal skills and considerable skill in the use of a calculator to prepare moderately
complex mathema cal calcula ons without error.
• Ability to listen effec vely and to speak English clearly to communicate with customers and team
members and prepare wri en complex reports of room availability and revenues generated.
• Must have coordina ng skills as pertains to determining me, place and sequence of opera ons
or ac on.
• Ability to analyze informa on and make effec ve judgments.

 

DESIRED SOFTWARE PROFICIENCIES: None

 

SUPERVISORY RESPONSIBILITIES: None

 

EDUCATION / EXPERIENCE:
• 1+ year’s guest/customer service or hotel experience, and/or 1+ years supervisory experience
preferred.
• Proof of authoriza on/eligibility to work in the United States.
• High School Diploma or equivalent
• 2 or 4-year college degree a plus.

PHYSICAL REQUIREMENTS:
• Hearing and visual ability to observe and detect signs of emergency situa ons and to access and
accurately input informa on using a moderately complex computer system.
• Ability to li and transport metal deposit boxes weighing up to 25 lbs.
• Requires handling objects or material using body members, hand tools and or special devices to
work, move, or carry objects or materials.
• Protec on from weather but not necessarily changes in temperature.
• OSHA laws require the use of Personal Protec ve Equipment (PPE) when performing work du es
that have the poten al of risk to your health or safety.
• Normal rou ne involves no exposure to blood, body fluid or ssue, but exposure or poten al for
exposure may occur.
• All team members must maintain a neat, clean and well-groomed appearance (specific standards
available).