Assistant Manager Guest Relations

• Supports all property operations ensuring that the highest levels of hospitality and service are provided
• Manages the flow of questions and directs guests within the lobby
• Supports tracking and resolution of service issues

CANDIDATE PROFILE:

• Education and Experience:
• High school diploma or GED; 1 year experience in guest services, front desk, or related area
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required

CORE WORK ACTIVITIES:

• Managing Guest Services and Front Desk Operations:
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision-making; demonstrates honesty/integrity
• Serves as a role model and leads by example
• Encourages and builds mutual trust, respect, and cooperation among team members
• Supervises and manages employees
• Ensures smooth operations during employees absence
• Maintaining Guest Services and Front Desk Goals:
• Manages day-to-day operations to ensure quality standards and meet customer expectations
• Develops specific goals and plans to prioritize, organize, and accomplish work
• Supports handling complaints, settling disputes, and resolving grievances
• Assists with energy conservation efforts during property tours
• Supporting Projects and Policies Related to Guest Experience and Safety:
• Supports the implementation of the customer recognition/service program
• Supports regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance
• Ensures compliance with all policies, standards, and procedures
• Understands and implements emergency plans (accident, theft, fire, etc.)
• Complies with loss prevention policies and procedures
• Ensuring and Providing Exceptional Customer Service:
• Provides services that are above and beyond for customer satisfaction and retention
• Improves service by providing guidance, feedback, and individual coaching
• Intervenes in guest/employee situations as needed to ensure guest satisfaction
• Sets a positive example for guest relations and hospitality
• Observes service behaviors and provides feedback to employees
• Maintains high visibility in public areas during peak times
• Records guest issues in the guest response tracking system
• Reviews comment cards and guest satisfaction results with employees
• Emphasizes guest satisfaction during meetings, focusing on continuous improvement
• Managing and Conducting Human Resource Activities:
• Identifies developmental needs of others and provides coaching, mentoring
• Provides guidance and direction to subordinates, setting performance standards
• Assists in the interviewing and hiring of team members
• Additional Responsibilities:
• Provides information to supervisors, co-workers, and subordinates via phone, written form, or in person
• Analyzes information to choose the best solution to problems
• Informs executives, peers, and subordinates on relevant information in a timely manner
• Maintains strong working relationships with all departments to support property operations
• Communicates any variations from established norms to the appropriate department
• Participates in investigating employee and guest accidents
• Performs Front Desk duties during high-demand times