The Assistant Guest Services Manager is responsible for assisting the Rooms Manager in setting direction and achieving Front Office goals.
Responsibilities of the Assistant Guest Services Manager will include:
- Lead First Response in emergency situations: fire, power outage, flood, and bomb threat.
- Play a lead role in resolving escalated guest service issues.
- Work closely with the Revenue Management team to ensure maximum occupancy on peak performing days.
- Assist in oversold situations and relocations as required.
- Motivate and monitor participation in Front Office programs (Upsell/Comment Capture)
- Cover Front Desk shifts as a working supervisor as required.
- Oversee Front Desk, Bell Services, Service One, Switchboard, Club Lounge and Valet/door.
- Provide leadership for the Front Office team and leading by example.
- Create an environment for all team members to consistently deliver Delta’s Connex standards.
- Work closely with the Learning Coach to ensure all employees receive on going training.
- Contribute to regular coaching sessions with team members regarding performance & standards of behavior.
- Manage the On Boarding process for new employees.
- Conduct One on Ones, 90 day reviews along with Employee Development reviews.
- Assist with scheduling, training and career development of team members.
- Prepare for upcoming groups and monitoring business to ensure appropriate staffing levels.
- Work closely with other departments to ensure exceptional service.
QUALIFICATIONS:
- Experience in a Front Office supervisory role.
- Must be approachable, open-minded and possess excellent listening skills.
- Must possess the skills to tactfully and quickly resolve and defuse guest concerns and ensure the appropriate follow up.
- Proven ability to effectively handle stressful situations.
- Receptive to change and increased demands.
- Demonstrated ability to train, motivate and develop team members through own experience and passion for customer service.
- Sound knowledge of MS Office applications, including Word and Excel and property management systems (Fidelio and Iris are a definite asset).
- Post Secondary diploma/degree in Hospitality Management program or related discipline an asset.
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