Assistant Director of Guest Services

Bartell Hotels, a CALP•San Diego, CA

1d•Onsite

About The Position

We are seeking a versatile and proactive Assistant Director of Guest Services to lead our guest services team. As a key leader in a modern, cashless property, you will oversee front desk operations and ensure seamless guest transitions. This role requires a "hands-on" leader who is ready to step into various roles—from managing reservations to covering emergency shifts. You will serve as the primary point of contact and Acting Director of Guest Services during the Director’s absence, while providing high-level operational support to all other department managers.

Requirements

Previous experience with Opera PMS is highly preferred.
Proven ability to remain flexible with scheduling and operational changes based on business volume.
Proven experience in Hotel Front Office operations (Supervisor level preferred).
Expertise in managing digital reservation channels and Property Management Systems.
Availability to cover emergency shifts, including weekends and overnights.

Responsibilities

Execute all directives from the Director of Guest Services and provide comprehensive administrative and operational support.
Provide professional support to all other Department Managers (Housekeeping, Maintenance, etc.) to ensure cohesive hotel operations.
Assume full responsibility for the Guest Services department in the absence of the Director.
Assist in supervising Guest Service Agents to ensure all tasks are executed in a pleasant and efficient manner.
Maintain a flexible schedule to cover shifts for employee call-outs, including overnight (Night Audit) shifts.
Maintain flexibility to adjust work hours and departmental operations based on fluctuating business needs.
Proactively ensure guests are fully informed of any changes to hotel hours of operation or service availability.
Enforce the hotel’s strict cashless policy, processing all credit card transactions with high accuracy.
Greet, register, and assign rooms. Issue keys and provide directions without announcing room numbers.
Manage the switchboard and handle inquiries regarding local dining, shopping, and entertainment.
Perform all reservation duties for both direct bookings and indirect channels (OTAs).
Occasionally assist with escorting guests to rooms, handling luggage, and other Bellman duties as required.
Perform any other duties as assigned. Please note that as hotel needs evolve, additional responsibilities not yet defined may be added to this position at a future date.