Assistant Guest Services Manager

Pay Range: USD $60,000.00 - USD $65,000.00 /Yr. Job Description:

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is seeking a dynamic, service-oriented Assistant Guest Services Manager to join our team.

If you're passionate about hospitality, enjoy leading teams, and take pride in creating exceptional guest experiences, we'd love to meet you. As Assistant Guest Services Manager, you'll play an important role in supporting front office operations, developing associates, and ensuring guests receive welcoming, efficient, and personalized service throughout their stay.

Job Purpose

The Assistant Guest Services Manager is responsible for supporting the daily operations of the front desk and guest services team to ensure a seamless and positive guest experience. This position assists with supervising front office associates, maintaining service standards, resolving guest concerns, and ensuring efficient check-in, check-out, reservation, and payment processes.

Working closely with hotel leadership and other departments, the Assistant Guest Services Manager helps maintain operational efficiency, supports associate training and development, and promotes a culture of exceptional hospitality and guest satisfaction.

What You'll Do

• Assist with supervising daily front desk operations to ensure efficient service and a welcoming guest experience.

• Train, coach, and support front desk associates to maintain consistent service standards and operational procedures.

• Provide guidance, feedback, and support to associates while addressing performance concerns and assisting with problem resolution.

• Greet and assist guests throughout the arrival, stay, and departure experience.

• Oversee accurate and efficient guest check-in, check-out, reservation, and payment processes.

• Respond promptly and professionally to guest questions, concerns, and complaints, ensuring timely resolution and appropriate follow-up.

• Promote hotel loyalty programs, recognize member benefits, and encourage guest participation.

• Maintain accurate guest records, reservation details, billing information, and payment documentation.

• Monitor cash handling procedures, house banks, deposits, and daily financial transactions to ensure accuracy and compliance.

• Support room revenue opportunities through room upgrades, upselling, and promotion of hotel amenities and services.

• Maintain knowledge of hotel accommodations, amenities, services, and local attractions to provide helpful recommendations to guests.

• Coordinate guest requests, including luggage assistance, transportation, wake-up calls, messages, and other services as applicable.

• Communicate effectively with housekeeping, maintenance, sales, accounting, and other departments to ensure smooth hotel operations.

• Maintain accurate shift reports, communication logs, and operational documentation to support effective shift transitions.

• Monitor guest billing, credit authorization, and inventory control procedures to ensure compliance with company standards.

• Ensure guest privacy, confidentiality, safety, and security procedures are consistently followed.

• Assist with emergency situations and support other departments when needed.

• Follow all company, hotel brand, safety, and operational policies and procedures.

• Perform other duties as assigned.

Qualifications & Requirements

• High school diploma or equivalent required.

• Previous hotel front desk experience required.

• Previous supervisory or leadership experience preferred.

• Experience with Marriott, Hilton, IHG, Wyndham, Hyatt, or similar hotel brand standards preferred.

• Strong customer service, communication, and interpersonal skills.

• Ability to lead, coach, and motivate associates while maintaining a positive team environment.

• Strong problem-solving skills and the ability to resolve guest concerns professionally.

• Basic mathematical, cash handling, and financial reconciliation skills.

• Proficiency with computers, hotel operating systems, and standard office equipment.

• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

• Ability to communicate effectively with guests, associates, and hotel leadership.

• Ability to work flexible hours, including evenings, weekends, and holidays, based on business needs.

What We're Looking For

• A service-driven leader who takes pride in creating exceptional guest experiences.

• A supportive coach who enjoys developing associates and helping teams succeed.

• A proactive problem-solver who responds to guest concerns with professionalism and sound judgment.

• A strong communicator who builds positive relationships with guests, associates, and hotel leadership.

• An organized, detail-oriented professional who can balance operational responsibilities and guest needs.

• Someone who demonstrates accountability, adaptability, and a positive attitude.

• A team player who leads by example and supports a collaborative work environment.

Physical Requirements

This position requires the ability to:

• Stand and walk for extended periods, including up to four hours at a time.

• Move efficiently throughout the hotel to support guests, associates, and other departments.

• Occasionally lift and carry items weighing up to 15 pounds.

• Bend, reach, grasp, sit, stand, walk, and perform repetitive movements as needed.

• Use hands and fingers to operate computers, telephones, and standard office equipment.

• Spend extended periods viewing computer screens and entering information into hotel systems.

• Communicate effectively with guests and associates throughout the shift.

• Maintain the visual and hearing abilities necessary to perform essential job responsibilities.

• Work primarily in an indoor, climate-controlled environment.

Technology & Systems

Experience with the following is preferred:

• Hotel Property Management Systems (PMS)

• Hotel reservation and guest management systems

• Marriott, Hilton, IHG, Wyndham, Hyatt, or similar brand operating systems

• Point-of-Sale (POS) and payment processing systems

• Microsoft Office Suite

• Hotel loyalty and guest recognition platforms

• Cash handling and financial reporting systems

Amazing Benefits At A Glance

• Team-Driven and Values-Based Culture

• Medical, Dental & Vision Insurance

• Paid Vacation & Holidays

• Same-Day Pay Available

• Employee Assistance Program

• Career Growth Opportunities & Management Training Programs

• Reduced Hotel Rates Throughout Our Portfolio

• Exclusive Third-Party Discounts (Movie Tickets, Attractions & More)

• 401(k) Retirement Plan

• Employee Discounts

• Flexible Schedule

• Flexible Spending Account (FSA)

• Life Insurance

• Paid Parental Leave

• Employee Referral Program

Why Hotel Equities?

At Hotel Equities, we believe hospitality begins with people. Our award-winning culture is built on integrity, accountability, service, and leadership. We empower our associates to grow professionally while delivering exceptional experiences for our guests and outstanding results for our owners.

Whether you're beginning your hospitality career or bringing years of industry experience, you'll find opportunities to grow your career with one of the hospitality industry's most respected management companies.

Hotel Equities is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where every associate is respected, valued, and empowered to succeed.

Apply with confidence. Transparency matters, which is why Hotel Equities is committed to 100% wage transparency for all open positions. Explore opportunities across our diverse portfolio and discover where your hospitality career can grow with us.

Please note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Responsibilities may evolve based on business needs.