Assistant Manager Guest Relations

About the Role

Serves as the property Manager on Duty and oversees all property operations, ensuring the highest levels of hospitality and service. Represents property management in resolving guest-related situations. Manages the flow of questions and directs guests. Serves as Guest Relations Manager and handles tracking of service issues.

Key Responsibilities

Leading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model for appropriate behaviors.
• Supervises and manages employees, overseeing all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes team member contributions.
• Establishes and maintains open, collaborative relationships with employees.

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts.
• Maintains a strong working relationship with all departments to support property operations and goals.
• Intervenes in guest/employee situations as needed to maintain property integrity, guest satisfaction, and employee well-being.
• Ensures ongoing communication with employees regarding business objectives and expectations.
• Comprehends budgets, operating statements, and payroll progress reports for financial management.

Ensuring Exceptional Customer Service

• Provides services that go above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs.
• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes employee service behaviors and provides feedback.
• Strives to improve service performance.
• Provides immediate assistance to guests as requested.
• Ensures employees understand customer service expectations.
• Participates in developing and implementing corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

• Implements the customer recognition/service program.
• Ensures property policies are administered fairly and consistently.
• Manages payroll administration.

Conducting Human Resource Activities

• Identifies developmental needs of others and provides coaching and mentoring.
• Provides guidance and direction to subordinates, including setting performance standards.
• Participates in employee progressive discipline procedures.
• Uses available on-the-job training tools for employees.
• Solicits employee feedback and reviews employee satisfaction results.
• Supervises ongoing training initiatives and conducts training when appropriate.
• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates via telephone, written form, email, or in person.
• Analyzes information and evaluates results to solve problems.
• Informs and updates executives, peers, and subordinates on relevant information.
• Maintains high visibility in public areas during peak times.
• Understands and can implement all emergency plans.
• Performs Front Desk duties during high demand times.

Requirements & Tech Stack

• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.