Assistant Guest Services Manager

Mayflower Inn and Spa • Washington, CT

2d • Onsite

About The Position

Be the architect of unparalleled hospitality experiences, overseeing a dedicated team to ensure every guest feels not just welcomed, but truly at home from arrival to departure. Manage the day-to-day operations of the guest services department, ensuring a seamless and welcoming experience for guests through efficient coordination of tasks, staff, and resources. Lead, train, and motivate guest services staff, providing guidance on service standards, communication skills, and conflict resolution to maintain a high level of professionalism and guest satisfaction. Act as a point of contact for guests, addressing inquiries, concerns, and special requests promptly, and ensuring a personalized and positive experience throughout their stay. Foster effective communication and collaboration with other hotel departments, such as housekeeping, reservations, and maintenance, to ensure a seamless and integrated approach to guest services and overall hospitality. Collect and analyze guest feedback, reviews, and surveys, using this information to identify areas for improvement, implement changes, and contribute to enhancing overall guest satisfaction.

Requirements

• Substantial experience in guest-facing roles within the hospitality industry
• Proven track record of providing exceptional guest service and handling a variety of guest-related situations
• Previous experience in a supervisory or leadership role
• Demonstrated ability to lead, motivate, and develop a team of guest services professionals
• Strong communication and interpersonal skills
• Ability to effectively interact with guests, staff, and other departments
• Exceptional problem-solving skills
• Ability to make decisions quickly and effectively in high-pressure situations

Responsibilities

• Manage the day-to-day operations of the guest services department
• Ensure a seamless and welcoming experience for guests through efficient coordination of tasks, staff, and resources
• Lead, train, and motivate guest services staff
• Provide guidance on service standards, communication skills, and conflict resolution
• Act as a point of contact for guests, addressing inquiries, concerns, and special requests promptly
• Ensure a personalized and positive experience throughout their stay
• Foster effective communication and collaboration with other hotel departments
• Collect and analyze guest feedback, reviews, and surveys
• Identify areas for improvement, implement changes, and contribute to enhancing overall guest satisfaction

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed