About this role
Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation. The Guest Service Managers are the ultimate problem-solvers and a vital position for our hotel operations. You will oversee all guest service desk operations while providing excellent service to our guests and employees. The Assistant Guest Service Manager will apply knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the overall goals of the company. Supervise, train, and give regular performance guidance to reporting staff. Provide excellent customer service and analyze guest situations, investigate problems and determine solutions within company policies, procedures, and guidelines. Communicates and coordinates with multiple departments in a friendly and professional manner to process requests and accommodations. Create bookings, take payment, and process refunds for hotel rooms, amenities, and tours. Process daily sales and oversee accounting procedures as they relate to the guest service desk. Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines. Participate in generating sales for tours, retail, restaurant, amenities, and hotel rooms at designated locations. Answer and re-direct telephone calls as needed; greet and interact with guests at the desk or designated areas. Monitor alarms and communicate with guests, employees, security, management, and emergency personnel in the event of urgent and/or emergent medical and non-medical incidents on property. Keep work areas organized, clean, and sanitized.