Guest Services Assistance Manager

What's in it for you… Insurance enrollment available from DAY 1! Paid time off available from DAY 1! Holiday pay available from DAY 1! 401(k) enrollment after 30 days! Hotel and travel discounts at worldwide destinations! Professional development and promotion opportunities! About this job… The Assistant Guest Services Manager supports the daily operations of the hotel's front desk and guest services team while helping ensure an exceptional guest experience from arrival to departure. This role requires strong leadership, problem-solving skills, and a passion for hospitality. The Assistant Guest Services Manager works closely with the Guest Services Manager to maintain brand standards, support team development, resolve guest concerns, and ensure smooth front office operations. As a leader within the department, the Assistant Guest Services Manager helps guide team members by modeling expected behaviors, assisting with training and coaching, and promoting a positive and guest-focused work environment. This position plays a key role in ensuring guest satisfaction, operational efficiency, and effective communication between departments. What you'll be doing… Welcome arriving guests and assist with the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is provided. Support front desk operations and help oversee daily guest service activities to ensure seamless service delivery. Engage in purposeful communication and build rapport with guests to uncover expectations and personalize the hospitality experience. Effectively communicate with guests through phone, email, or other electronic communication in accordance with hotel brand standards. Assist in resolving guest concerns promptly and professionally while demonstrating empathy and sound judgment. Promote hotel brand loyalty programs, encourage guest participation, and offer upgrades or special packages when appropriate. Collaborate with hotel departments to ensure timely fulfillment of guest requests and efficient resolution of operational issues. Help train, coach, and motivate guest services associates to maintain high service standards and operational excellence. Maintain professionalism at all times consistent with hotel brand and company expectations. Understand and communicate hotel emergency procedures and assist guests during emergencies when necessary. Utilize hotel communication logs and verbal/electronic communication tools to relay important information to associates and leadership. Assist in maintaining the balance and security of the house bank and accurately record applicable transactions. Support scheduling, staffing, and shift coverage to ensure adequate front desk operations. Success factors…

Experience & Education:

2+ years of customer service experience, preferably in Hospitality or related industry High School diploma or equivalency education certificate required

Communication:

Excellent verbal and written communication skills Must be able to speak, read, and write in primary language used in the workplace

Physical:

8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday Lift, lower, and maneuver up to 30 pounds occasionally About First Hospitality… Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality's strategic vision is to create value for all through excellence and an openness to doing things differently. First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee's differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

Source:

Hospitality Online