Assistant Guest Services Manager

AccorHotel • Dallas, TX

10h • Onsite

About The Position

The Assistant Guest Services Manager serves as a dynamic, visible leader on the front lines of hotel operations, driving first and last impressions while ensuring seamless execution across the porte-cochère, valet team, bell desk, and guest reception. This role bridges high-touch curbside hospitality with expert departmental coordination, mentoring colleagues to deliver personalized, proactive service aligned with Fairmont luxury standards.

Requirements

• Minimum 2–3 years of progressive leadership experience within Front Office, Guest Services, Concierge, or Bell Operations in an upscale, luxury, or high-volume full-service hotel.
• Hands-on operational proficiency with Opera PMS, ALICE, and Microsoft Office systems.
• Exceptional verbal and written communication skills with the ability to maintain composure under high-pressure scenarios.
• Proven track record of team building, conflict de-escalation, and driving colleague engagement.
• Broad familiarity with the Dallas Arts District, Downtown Dallas venues, dining, and transportation networks.
• Associate or Bachelor’s degree in Hospitality Management, Business Administration, or a related field (equivalent practical hotel experience accepted).

Responsibilities

• Maintain an active, visible leadership presence on the front drive and lobby floor during peak arrival and departure banks, actively directing flow and handling high-volume surges.
• Oversee daily execution of door, bell, and luggage services, ensuring baggage delivery, storage, and retrieval meet Fairmont luxury response times.
• Partner closely with third-party valet operations and parking leadership to manage traffic flow, eliminate curbside bottlenecks, enforce safety protocols, and ensure vehicle retrieval promptness.
• Direct the staging and greeting protocols for VIP arrivals, motorcoach tours, large corporate group movements, and high-profile convention check-ins.
• Champion Fairmont brand standards, Leading Quality Assurance (LQA) service expectations across all touchpoints.
• Identify, prepare for, greet, and escort VIPs, personalizing their arrival and departure experiences.
• Take immediate ownership of guest escalations, executing empowered service recovery, issuing adjustments or credits where warranted, and documenting root causes for divisional review.
• Analyze guest feedback through hotel systems and service recovery tracking to identify operational bottlenecks and implement corrective coaching.
• Lead daily shift briefings and line-ups, communicating daily VIP movements, group arrivals, city events, and luxury standard focuses.
• Train, cross-train, and coach Bell Captains, Bellpersons, Door Attendants, and Concierges.
• Foster an inclusive, high-engagement Heartist culture, recognizing outstanding performance and handling performance management, progressive discipline, and attendance tracking in accordance with hotel policy.
• Build efficient, labor-optimized departmental schedules based on occupancy, group resumes, and arrival/departure forecasts.
• Manage inventory, key control, luggage tag tracking, and uniform standards across all guest services areas.
• Ensure strict adherence to PCI compliance, guest data confidentiality, and key security policies.
• Assist the Director of Front Office and Director of Rooms with special operational projects, standard operating procedure updates, and departmental audits.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of: all hotel features/services, hours of operation; all hotel restaurant food concepts, menu price range, dress code and ambiance; all hotel room types, numbers/names, layout, appointments, amenities and locations; all hotel room rates, special packages and promotions; daily house count and expected arrivals/departures (particularly VIPs); scheduled daily group activities, names and location of meeting/banquet rooms; local events, attractions, holiday schedules.
• Obtain department keys and/or radio; ensure security of such.
• Access all functions of computer system in accordance with departmental specifications.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Legibly complete requisition for additional supplies/materials and submit to Department Head.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Review designated in-house guest list and be familiar with guests' names and room locations.
• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
• Coordinate guest requests with designated vendors which may include: Room accommodations, Airline reservations, changes, cancellations, Transportation from hotel to airport and return, Bus/train transportation, Limousine reservations, Car rentals, Car repair and servicing, Charter flights/rentals, Babysitting services, Banking/financial services, Business center services/fax or telex services/mailing and delivery services, Interpretation services, Notary services, Restaurant reservations, nightclub activities, Dry cleaning, laundry, alterations, repairs, Film processing, Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities, Formal wear rentals, Flowers, Salon appointments, Shoe shines, Shopping services, Movie/theater/attraction tickets, Sightseeing tours, Medical services, Religious services.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
• Call guest upon completion of each arrangement coordinated for guest to confirm.
• Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Complete all paperwork and closing duties.
• Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
• Complete all paperwork and closing duties.

Benefits

• Generous Paid Time Off
• Comprehensive Health Coverage: Access Medical, Dental, and Vision Insurance
• 401K Plan
• Complimentary Shift Meal
• Exclusive Employee Benefit Card: Unlock discounted room rates at Accor hotels worldwide
• Professional Development: Enhance your skills with learning programs through our Academy
• Make a Positive Impact: Get involved in our Corporate Social Responsibility initiatives, like Planet 21
• Career Advancement Opportunities: Take your career to new heights with opportunities for national and international promotions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree