Assistant Manager - Guest Relations

Assistant Manager - Guest Relations

Your Responsibilities

Supporting Management of Front Desk Team:

• Utilize strong interpersonal and communication skills to lead, influence, and encourage others; advocate for sound financial/business decision-making; demonstrate honesty/integrity; and consistently lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees, overseeing all day-to-day operations.
• Understand employee positions well enough to perform duties in employees absence, ensuring seamless continuity.
• Verify employee recognition is taking place across all shifts.
• Establish and maintain open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:

• Manage day-to-day operations, ensuring quality, standards, and consistently meeting customer expectations.
• Develop specific goals and plans to prioritize, organize, and accomplish your work efficiently.
• Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strive continuously to improve service performance.
• Collaborate with the Front Office Manager on ways to continually enhance departmental service.
• Communicate a clear and consistent message regarding Front Office goals to produce desired results.
• Participate in the development and implementation of corrective action plans based on reviews of comment cards and guest satisfaction results.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Ensuring Exceptional Customer Service:

• Provide services that are above and beyond for superior customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serve as a role model to demonstrate appropriate behaviors and set a positive example for guest relations.
• Display outstanding hospitality skills.
• Empower employees to provide excellent customer service.
• Interact with customers on a regular basis to obtain feedback on product quality, service levels, and overall satisfaction.
• Provide constructive feedback to employees based on observations of their service behaviors.
• Handle guest problems and complaints effectively.
• Interact with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies:

• Implement the customer recognition/service program, communicating and ensuring the process is followed.
• Verify compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities:

• Provide information to supervisors and co-workers via telephone, in written form, email, or in person.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
• Function in place of the Front Office Manager in their absence.
• Communicate critical information from pre- and post-convention meetings to the Front Office staff.
• Participate in department meetings.

Candidate Profile

Education and Experience:

• High school diploma or GED equivalent;

  2 years of experience

  in guest services, front desk, or a related professional area.

OR

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

  .