Assistant Guest Relations Manager

The Assistant Guest Services Manager plays a vital role in ensuring the smooth operation of the hotel's guest services department. Working closely with the Guest Services Manager, this position focuses on providing exceptional customer service and ensuring that guests have a memorable and pleasant stay. The Assistant Guest Services Manager assists in supervising and leading the guest services team to deliver top-notch hospitality and address any guest concerns or inquiries promptly.

Key Responsibilities:

1. Greet guests warmly upon arrival and ensure a positive first impression
2. Respond to guest inquiries, concerns, and complaints in a professional and empathetic manner, resolving issues to the guest's satisfaction.
3. Assist in managing VIP and special guest requests, ensuring their needs are met and exceeded.
4. Provide support to the Guest Services Manager in supervising the guest services team, including front desk staff, bellmen, and concierge. 
5. Help train and onboard new team members, ensuring they understand hotel policies, procedures, and service standards.
6. Foster a positive and productive work environment, promoting teamwork and collaboration.
7. Assist in managing the daily operations of the front desk, including check-ins, check-outs, and room assignments.
8. Monitor room availability, rates, and occupancy to maximize revenue and optimize room utilization.
9. Ensure accurate and efficient handling of guest reservations, cancellations, and modifications.
10. Collaborate with the concierge team to provide guests with information about local attractions, dining options, and events.
11. Assist in arranging transportation, restaurant reservations, and other guest requests as needed.
12. Monitor guest feedback and reviews, taking proactive measures to address any negative feedback and enhance guest satisfaction.
13. Conduct regular inspections of guest rooms and public areas to maintain high cleanliness and service standards.
14. Communicate effectively with other hotel departments to ensure a seamless guest experience.
15. Coordinate with housekeeping, maintenance, and F&B departments to address guest requests and resolve issues promptly.
16. Assist in managing guest accounts, ensuring accuracy in billing and resolving any discrepancies.
17. Prepare reports and analyze data related to guest services and operational performance.

Requirements:

1. Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
2. Previous experience in hotel guest services or front office operations.
3. Excellent communication and interpersonal skills.
4. Strong leadership and team management abilities.
5. Exceptional problem-solving and conflict-resolution skills.
6. Knowledge of hotel reservation systems and property management software.
7. Flexibility to work in shifts and handle high-pressure situations.
8. Customer-focused mindset and a commitment to delivering exceptional service.