Assistant Guest Services Manager

Pyramid Global Hospitality•Charlotte Harbor, FL

8d•Onsite

About The Position

The Assistant Guest Services Manager is responsible for setting the pace with all Bell, Valet, and Shuttle driver personnel. The Assistant Guest Services Manager is to assist the Guest Services Manager in supervising and training all Bell, Valet, and Shuttle Driver positions. Maintain all Luxury Experience standards during the Arrival process. Maintain the flow of luggage and vehicles throughout the Arrival process, provide efficient delivery of luggage and Guest Amenities, ensure a smooth luggage/vehicle retrieval, and exercise caution with guest property, and Resort vehicles and equipment. All duties are performed in accordance with department and Sunseeker Resort policies, practices and procedures.

Requirements

Combination of Education and Experience will be considered.
Candidates will need to be authorized to work in the US as per the Immigration Act of 1986.
High school diploma, GED, or equivalent
Minimum of one (1) - two (2) years' experience in Front Services, valet, and/or shuttle operations
Minimum of one (1) - four (2) years' experience in a supervisory role in a larger integrated resort/hotel setting
Valid drivers license required with clean driving record
Working knowledge of Microsoft Office and CVPS system.
Excellent customer service skills
Ability to function well under pressure, manage multiple priorities, and meet established deadlines
Must possess mature personal discretion and sound judgment
Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
Excellent organizational, analytical and project management skills, with particular attention to quality and detail
Interpersonal skills to deal effectively with all business contacts
Professional appearance and demeanor

Nice To Haves

Class C CDL license preferred
Experience with Forbes Star and AAA Diamond standard a plus

Responsibilities

Be familiar with all Group Resume’s, Events, and Group Lists.
Maintain current understanding of the day’s business activities.
Work with the Guest Services Manager to audit schedules and ensure proper staffing levels for Bell/Valet, and Shuttle Driver positions.
Create luggage delivery lists and ensure all operations are accurately carried out for Groups.
Ensure there is proper line management of all guests from the porte-cochere to the Lobby desks.
Coordinate with shuttle drivers and outside transportation drivers to ensure guests and luggage are handled properly, and that luggage arrives to the designated location within the Resort in a timely manner
Assist with monitoring the daily operations and consistently support Guest Services team members in their knowledge of how to execute Standard Luxury Service Expectations and Standard Operating Procedures.
Foster a work environment which promotes teamwork, mutual respect, and quality training.
Consistently promoting the importance of team-oriented philosophies and working as an example of operating as a team with the highest expectations of oneself and the mission of producing seamless operations and luxury level service and product.
Help to audit the Guest Services team members for schedule accuracy.
Make changes to the schedule when business needs require it.
Assist in monitoring the work of all Guest Services team members and maintain a consistent flow of service to the guests.
Coach and train Guest Services team members in excellent guest service, timely service, and professional service.
Exercise discretion and independent judgment when evaluating new programs, new services and new ideas
Stay abreast of property goals in order to create, support and present departmental goals to executive leadership
Continue to learn and be on the forefront of new technology for the hotel industry
Create ways to further enrich the guest experience by continuously reviewing, implementing and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles, retention of luxury standards
Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience
Manage guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction
Develop collaborative relationships and synergy with all support departments such as Convention Sales & Services, Facilities, Security, Guest Services, Front Office, F&B, Golf Course and Executive Offices
Foster a management team that possesses and delivers on key strategies of guest service, employee relations, team cooperation, financial responsibility and asset management
Ensure all accounting, payroll and employee relations matters are handled in compliance with company policy
Perform other functions as needed