Assistant Guest Service Manager

The Assistant Guest Service Manager is responsible for, in conjunction with the Guest Services Manager, the coordination of day-to-day operations of the front desk to ensure that each guest has a comfortable stay, and that his or her needs are met while maintaining a motivated and empowered Front Desk team

• Assist in achieving the departmental budgets for the Front Desk
• Monitor employee performance and make recommendations to Manager regarding development, training, and corrective action
• Perform all tasks of a Guest Service Representative
• Ensure all operations and cash handling are done per hotel policies and procedures
• Foster effective communication with all departments to ensure a positive guest experience as well as to ensure the health & safety of staff and guests
• Maintain information on prices, rates, specials, packages, programs, etc, and assist in ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Assist in recruiting and training front desk employees
• Promote & manage the hotel's guest loyalty program
• Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
• Support and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
• Act as Manager on Duty when required and handle and solve any problems that may arise
• Completion and distribution of weekly reports, forecasts, reservations, scheduling, and payroll input as required
• All other duties as assigned

The above areas of responsibility are not all inclusive and may be amended from time to time.

• Completion of secondary school diploma plus additional post-secondary courses in a related area, or equivalent
• Minimum 1-year front desk experience
• Previous supervisory experience preferred
• Must be flexible to workdays, evenings, weekends, holidays
• Excellent interpersonal and employee relations skills
• Strong decision making and problem-solving skills
• Ability to work under pressure while maintaining tact and diplomacy
• Must possess the ability to communicate effectively within a diverse team environment
• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests
• Posses a high degree of enthusiasm, initiative, and professionalism