Assistant Guest Services Manager

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Job Description - Assistant Guest Services Manager

Position: Assistant Guest Services Manager

Overview:The Assistant Guest Services Manager plays a crucial role in ensuring exceptional guest experiences and maintaining high standards of service within the hospitality establishment. Working closely with the Guest Services Manager, this role involves overseeing daily operations, managing staff, resolving guest concerns, and maintaining a positive and welcoming atmosphere.


  1. Guest Relations:
    • Greet guests upon arrival and ensure a warm welcome.
    • Address guest concerns and complaints promptly and professionally.
    • Monitor guest feedback through surveys, reviews, and direct interactions, implementing improvements as necessary.
  2. Staff Supervision and Training:
    • Assist in recruiting, hiring, and training guest services staff.
    • Provide ongoing coaching and feedback to staff to ensure consistent service excellence.
    • Create and maintain schedules to ensure adequate staffing levels for all shifts.
  3. Operational Management:
    • Oversee the daily operations of the guest services department, including front desk, concierge, and bell services.
    • Coordinate with other departments such as housekeeping, maintenance, and reservations to ensure seamless guest experiences.
    • Maintain inventory of supplies and equipment, ordering as needed to ensure smooth operations.
  4. Quality Assurance:
    • Monitor guest services procedures and standards to ensure compliance with company policies and industry regulations.
    • Conduct regular inspections of guest rooms and public areas to ensure cleanliness and maintenance standards are met.
    • Implement initiatives to enhance guest satisfaction and loyalty.
  5. Administrative Tasks:
    • Prepare reports on guest satisfaction, occupancy rates, and other key performance indicators.
    • Assist in budget planning and management for the guest services department.
    • Handle billing and invoicing for guest services, ensuring accuracy and timeliness.
  6. Technology Utilization:
    • Proficiently use property management systems (PMS), reservation software, and other relevant technology platforms.
    • Troubleshoot technical issues and provide training to staff as needed.
  7. Safety and Security:
    • Ensure adherence to safety and security protocols, including emergency procedures and compliance with regulations.
    • Collaborate with the security team to maintain a secure environment for guests and staff.


  • Bachelor's degree in hospitality management, business administration, or a related field.
  • Previous experience in a guest services or front office role, with at least 2 years in a supervisory or managerial capacity.
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests and staff at all levels.
  • Proficiency in property management systems (PMS) and other relevant hospitality software.
  • Excellent organizational and multitasking abilities, with a keen attention to detail.
  • Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.
  • Flexibility to work evenings, weekends, and holidays as needed.
  • Certification in CPR and first aid (preferred).
  • Knowledge of multiple languages (preferred), depending on the demographics of the guest base.
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