Assistant Guest Service Manager

Amherst, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Exact $65,000.00

Work Schedule

Flexible

Day Shifts

Benefits

competitive pay

Bonus opportunities

Training and Development

Opportunity for advancement

Medical

Dental

Vision

401k with match

Paid Time Off

Holiday pay

Free parking

hotel discounts

safe work environment

Creating memorable experiences one guest at a time

Opportunities to give back to the community through our global focus efforts

Job Description

The hiring establishment is a well-regarded hotel known for its commitment to providing genuine hospitality and exceptional guest service. This hotel is part of a growing organization driven by core values such as Associate Engagement, Presentation of the Hotels, Driving Guest Loyalty, Ensuring Financial Success, and Community and Global Focus. The hotel prides itself on delivering an unforgettable guest experience by maintaining high standards of integrity, attention to detail, accountability, and superior quality service. It is widely recognized for creating loyal relationships with guests by consistently meeting and exceeding their expectations. The company is also dedicated to fostering a supportive environment for its associates by offering various growth opportunities, training, and development programs, ensuring a positive workplace culture that enhances employee satisfaction and performance.

The role of Assistant Guest Service Manager at this hotel is crucial in delivering exceptional service and ensuring a seamless guest experience right from the moment guests arrive. The Assistant Guest Service Manager acts as the face of the hotel, warmly welcoming guests and setting the tone for their stay. This position is responsible for managing and supporting the Guest Service staff by planning, assigning, supervising, and participating in daily operational activities. The role involves interacting with guests, addressing their requests promptly and courteously, and coordinating with other hotel departments like housekeeping, maintenance, and food and beverage to fulfill guest needs efficiently.

In addition, the Assistant Guest Service Manager provides concierge services by offering knowledgeable recommendations about local attractions, restaurants, special events, and amenities, thereby adding value to the guests’ stay. This role also includes financial responsibilities such as ensuring accurate posting of charges on guest bills, adhering to credit card control procedures, and daily reconciliation of accounts. The manager must foster a spirit of teamwork among staff, maintain high standards of customer service, and continuously seek ways to improve guest satisfaction through feedback mechanisms such as comment cards and social media. The position requires excellent communication, organizational, and leadership skills to effectively manage the guest services operation and contribute to the hotel’s mission. The Assistant Guest Service Manager must also uphold a favorable image of the hotel at all times and participate in other duties as assigned by management.

Job Requirements

Ability to communicate with guest and team members verbally or in written form
Working knowledge of Microsoft Excel and Word
Advanced working knowledge of property management
Ability software systems
Working knowledge of switchboard and telephone etiquette
Ability to work and interact with associates on every level
Excellent communication, organizational and customer service skills required
Projects a favorable image of Hotel to the public at all times
Performs other duties as assigned, requested, or deemed necessary by management

Job Qualifications

Ability to communicate with guest and team members verbally or in written form
Working knowledge of Microsoft Excel and Word
Advanced working knowledge of property management
Ability software systems
Working knowledge of switchboard and telephone etiquette
Ability to work and interact with associates on every level
Excellent communication, organizational and customer service skills required
Projects a favorable image of Hotel to the public at all times
Performs other duties as assigned, requested, or deemed necessary by management

Job Duties

Assist with planning, assigning, supervising and participating in the daily activities of the Guest Service staff
Participates in the prompt and courteous check in and checkout of guests
Special attention should be paid to guest requests
Use guests’ names when communicating with them
Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests
Responds to guests’ requests promptly, efficiently, and courteously
Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable
Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers
Properly processes guest mail, messages, packages, and wake up calls
Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities
Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
Ensure staff is trained in financial control procedures and follows them regularly
Establishes and communicates customer service objectives which support achievement of Hotel’s mission
Determines customer satisfaction and needs by reviewing comment cards, social media and talking to guests regularly
identifies problem areas and formulates solutions
Oversees the guest service function to ensure corrective action is taken to resolve guest complaints and ensure superior guest service
Ensure all charges are correctly entered on the guest’s bill, credit card control procedures are strictly adhered to, and accounts are balanced daily
Ensures a proper exchange of information, coordinating details with other department heads