Assistant Guest Services Manager
About The Position
The Assistant Guest Services Manager sets the pace for Bell, Valet, and Shuttle Driver personnel and assists the Guest Services Manager with supervising and training those teams. The role supports luxury service standards throughout guest arrivals and helps maintain the flow of luggage and vehicles, ensure timely delivery of luggage and guest amenities, coordinate luggage and vehicle retrieval, and safeguard guest property and resort vehicles and equipment. Duties are performed in accordance with department and Sunseeker Resort policies, practices, and procedures. The position helps oversee daily Guest Services operations at Sunseeker Resort Florida Gulf Coast, a waterfront resort in Southwest Florida with 785 guest rooms, more than 60,000 square feet of event and meeting space, and 18 food and beverage outlets. The Assistant Guest Services Manager supports staffing and scheduling, service quality, guest issue resolution, team development, cross-department collaboration, and compliance with company policies.
Requirements
- High school diploma, GED, or equivalent.
- One to two years of experience in front services, valet, and/or shuttle operations.
- One to four years of supervisory experience in a larger integrated resort or hotel setting (the posting states “one (1) - four (2) years”).
- Valid driver’s license with a clean driving record.
- Ability to work varied shifts, including weekends and holidays.
- Working knowledge of Microsoft Office and the CVPS system.
- Excellent customer service skills.
- Ability to function under pressure, manage multiple priorities, and meet deadlines.
- Mature personal discretion and sound judgment.
- Strong leadership, problem-solving, and decision-making abilities.
- Excellent organizational, analytical, and project-management skills, with attention to quality and detail.
- Interpersonal skills to deal effectively with business contacts.
- Professional appearance and demeanor.
- Must be authorized to work in the United States; newly hired employees’ work eligibility is verified through E-Verify.
- Must complete a criminal background check, drug screen, and motor vehicle record check.
Nice To Haves
- Class C CDL license preferred.
- Experience with Forbes Star and AAA Diamond standards is a plus.
Responsibilities
- Be familiar with group resumes, events, and group lists, and maintain an understanding of the day’s business activities.
- Work with the Guest Services Manager to audit schedules and ensure appropriate staffing for Bell/Valet and Shuttle Driver positions; adjust schedules when business needs require.
- Create luggage delivery lists and ensure group operations are carried out accurately.
- Ensure proper guest line management from the porte-cochere to the lobby desks.
- Coordinate with shuttle and outside transportation drivers so guests and luggage are handled properly and luggage reaches its designated resort location promptly.
- Monitor daily operations and support team members in applying Standard Luxury Service Expectations and Standard Operating Procedures.
- Promote teamwork, mutual respect, quality training, and high standards of service through personal example.
- Monitor Guest Services team members’ work and maintain a consistent flow of guest service.
- Coach and train team members in excellent, timely, and professional service.
- Use discretion and independent judgment when evaluating programs, services, and ideas.
- Stay informed about property goals and create, support, and present departmental goals to executive leadership.
- Keep current with hotel-industry technology.
- Review, implement, and refine procedures to enrich the guest experience while maintaining luxury standards and a positive service culture.
- Seek guest feedback and coordinate with other departments to support a seamless guest experience.
- Manage guest requests and complaints, resolve issues promptly, and follow up to confirm guest satisfaction.
- Develop collaborative relationships with Convention Sales & Services, Facilities, Security, Guest Services, Front Office, Food & Beverage, Golf Course, and Executive Offices.
- Support a management team focused on guest service, employee relations, cooperation, financial responsibility, and asset management.
- Ensure accounting, payroll, and employee-relations matters comply with company policy.
- Perform other functions as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
