Assistant Guest Services Manager

Proper Hospitality Careers • Santa Monica, CA

11d • Onsite

About The Position

Proper Hospitality is seeking passionate individuals to join their team as Assistant Guest Services Managers. This role involves overseeing guest relations, front office operations, and leading the guest services and bell luggage teams to deliver exceptional hospitality. The ideal candidate will have strong leadership, customer service, and problem-solving skills, with a background in hospitality management and supervisory experience. This position requires flexibility in working hours and the ability to thrive in a fast-paced environment.

Requirements

• Three or more years of experience in guest services, front desk operations, or a related hospitality role.
• Previous leadership or supervisory experience required.
• Exceptional customer service skills, including the ability to handle difficult situations and resolve conflicts professionally.
• Strong leadership, communication, and interpersonal skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Knowledge of hotel property-management software and Microsoft Office applications.
• Detail-oriented with strong organizational and problem-solving skills.
• Ability to remain calm under pressure and deliver results in challenging situations.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as required.

Nice To Haves

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Experience in a hotel or resort environment preferred.

Responsibilities

• Oversee guest relations operations, ensuring guest requests and needs are met efficiently, courteously, and professionally.
• Support a seamless check-in and check-out experience, assisting guests with special requirements, concerns, and service recovery.
• Respond promptly and effectively to guest inquiries, ensuring each interaction is positive and aligned with the hotel's service standards.
• Anticipate guest needs and arrange personalized services, amenities, transportation, and concierge support.
• Serve as the MOD and primary point of contact for all hotel operations when required.
• Assist in overseeing the daily operations of the Front Desk and Bell Luggage Attendants.
• Supervise and support Front Desk Agents and other guest service staff, ensuring adherence to hotel policies and service standards.
• Handle guest check-ins and check-outs in a timely and efficient manner.
• Address guest concerns or complaints promptly and effectively.
• Assist in managing room assignments and coordinating with housekeeping.
• Lead, train, coach, and develop the guest services and Bell Luggage teams.
• Set clear expectations, provide ongoing feedback, and support performance conversations.
• Foster a culture of excellence, teamwork, accountability, and professionalism.
• Support scheduling, shift coverage, and daily assignments.
• Handle and resolve guest complaints and concerns promptly and effectively.
• Document and communicate guest feedback, service issues, and recovery actions to leadership.
• Identify recurring concerns and partner with teams to address service gaps.
• Coordinate with Housekeeping, Engineering, Food and Beverage, Security, and other departments.
• Monitor departmental workflow and service execution.
• Ensure guest services procedures are followed consistently and team members comply with hotel policies.
• Support the development, maintenance, and implementation of guest services policies and procedures.
• Ensure the team follows service standards for greeting guests, managing reservations, and handling special requests.
• Review guest service procedures regularly and recommend updates.
• Build strong guest relationships through personalized service.
• Maintain communication with repeat guests and VIPs.
• Ensure guest preferences and special requests are accurately recorded and communicated.
• Assist with guest billing inquiries and discrepancies.
• Maintain and update guest records while protecting confidentiality and security.
• Prepare or support daily reports related to guest services activity, guest feedback, and room availability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level