Assistant Guest Services Manager

Enchantment Group Management Company LLC•Irvington, VA

9d•Onsite

About The Position

The Assistant Guest Services Manager supports the oversight and management of the Front Desk, Bell Staff and Concierge. They will ensure the highest level of guest service, maximizing efficiency, effectiveness, and professionalism amongst all team members.

Requirements

1-3 years supervisory experience in hotel/resort setting
Familiarity with Forbes Standards
Strong computer skills
Strong organizational skills
Effective communication skills, both verbal and written
Exceptional Customer Service Skills
Able to prioritize and perform multiple tasks
Ability to work flexible hours including evenings, weekends, and holidays.
Experience in the learning and development of team members

Nice To Haves

Degree in Hospitality management or related, preferred

Responsibilities

Regular and Reliable Attendance is an essential function of this role.
Supervise and support the Front Desk Agents, Bell Staff and Concierge (Guest Services Staff) to ensure compliance with resort policies and procedures.
Ensure consistency with proper check-in, check-out, guest request, pre-arrival, arrival, and departure procedures.
Assist training for Guest Services Staff in accordance with the Tides Inn standards
Supervise Guest Services Staff to include coaching and counseling, and corrective action as necessary
Support interviewing and hiring of new staff as needed for the department
Conduct performance reviews for hourly team members on a regular basis
Facilitate ongoing service standards training to ensure consistent and high-quality guest experience
Review, and update as needed, daily checklists to ensure proper documentation, follow through of billing procedures, and resort policies
Reviews daily emergency reports, logbooks, trace reports, credit card authorizations, etc.
Review room rate reports and any special requests are noted, and upgrades are completed, with welcome letters and itineraries attached
Maintain cleanliness of Guest Service spaces, both guest-facing and back-of-house
Monitor and ensure cash handling and credit procedures are followed consistently by Guest Services team members
Deal effectively with all departments of the hotel, maintaining regular communication with department managers
Resolve guest issues quickly, efficiently, courteously, and according to the Tides Inn standards
Support staff to ensure guest needs and requests are executed in a timely fashion and in accordance with the Tides Inn standards
Exemplifies the Tides Inn Mission and Values
Conduct regular department meetings to review events, policies, and procedures, and maintain high morale
Inform staff of updates to policies or standards as required
Function as an ambassador of the Tides Inn while on property and in the community
Other duties as assigned