Assistant Guest Service Manager

Our Vision: 
We envision a future in which our legacy is built on the expertise and passion of our team member, our efficient infrastructure, and our effective operational processes that come together to support a diverse portfolio of businesses that illustrate profitable growth.

Our Mission: 
As a Family of Companies, we invest in people, products and services to cultivate successful business ventures that create positive experiences for those we serve.

Our Values: 
Family & Teamwork, Loyalty & Integrity, Growth & Development, Leadership & Performance Excellence

ROLE-This position would support property, department management and staff ensuring the delivery of exceptional guest experience to drive internal employee engagement and increase revenue. Creates a secondary leader,  when management is not available. Anticipate possible service failures throughout the property and assists and/or contact appropriate departments to resolve such failure. Ensuring service standards and training are always being taken care of. 

RESPONSIBILITIES
•    Oversees guest service recovery, offering reasonable solutions and recording appropriately.
•    Develops goals and incentive to increase guest services.
•    Follow up on a correspondence immediately. Keep accurate records. 
•    Take full responsibility of guest reviews. 
•    Collaborate with management in evaluating progress of service improvements, action plans and training. 
•    Maintain all supervisory responsibilities on each shift, MOD program and current responsibilities. 
•    Establishing a continuous successorship culture, establishing growth from within the department not have to hire outside the company for supervisory and management positions. Mentoring supervisor and members giving the ability of professional growth. 
•    Diffuse and resolve all guest issues. Assist the management team in providing exceptional customer service to the company, property and department.  
•    Monitor internal department controls.
•    Assist in budget, financial and project obligation processes.  
•    This role is primarily responsible for the first level of escalation on guest/owner-related issues and escalating to Front Desk Manager as needed.
•    The position requires active listening skills, ability to problem solve and find solutions and excellent communications with guest/owner.
•    This position utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honestly/integrity; leads by example.
•    Coordinate with front desk team and partnering departments to problem solve guest/owner issues.
•    Coordinate with management in making changes to the policies and procedures to proactively work towards resolving guest/owner issues.
•    Responsible for creating a consistent arrival experience and comfortable stay for VIP guests/owners.
•    Analyze guest/owner feedback to proactively make recommendations to the operations and partnering departments.
•    Provide a superb customer and professional service regardless of guest demeanor, with company service standards. Always be the ambassador to the property. 
•    Communicate effectively to internal and external guests. Welcome, greet and engage with guests. 
•    Create a safe and friendly environment for everyone at property. Secure all guest and company privacy information and keep it confidential. 
•    Answer all questions pleasantly and with knowledgeable information. 
•    Contribute to a positive work environment, in a fast passed work environment while multi-tasking. 
•    Duties are to be completed with property standards, company policies and legal requirements for the safety, health and welfare of guests, employees, property and company. 
•    Responsible for guest experience while maintaining department, property and company functions. 
•    Responds to emergency situations as necessary. 
•    Monitors and regulates employees in their performance of assigned or delegated task, while achieving excellent customer service standards.  
•    Mentors and trains employees to company and industry standards. 
•    Monitors internal controls, inventories and forecast at all times. 
•    Resolve any guest issues. 
•    Answer phones with a pleasantly at all times, while having the ability to multi task at all times. 
•    Basic computer skills and office equipment. 
•    Other duties as assigned.

REQUIREMENTS/QUALIFICATIONS
•    5 years customer service experience
•    Previous leadership experience
•    Effective communication skills oral and written
•    Professional appearance
•    Proficient in Microsoft and computer skills

REVENUE/BUDGETARY/STAFF RESPONSIBILITY

Assist with controlling –

• Payroll-all department transactions, banks and drops
• Inventory
• Collaborate in scheduling, training, mentoring and discipline.