Assistant Guest Services Manager – Embassy Suites Dallas Love Field

Scenic Property Group•Dallas, TX

13d

About The Position

Scenic Property Group is an EEO Employer - M/F/Disability/Protected Veteran Status Are you a natural leader with a passion for hospitality? Embassy Suites Dallas Love Field is seeking an Assistant Guest Services Manager to join our dynamic team! In this key position, you'll help oversee the day-to-day operations of the Front Office while ensuring that every guest experience is top-notch. If you're ready to take on a management role with a focus on guest satisfaction and team development, we'd love to meet you! What You’ll Be Doing As the Assistant Guest Services Manager , you’ll work closely with the Guest Services Manager to manage the Front Desk team, oversee guest service operations, and ensure the hotel runs smoothly. You’ll supervise all Guest Services and Transportation staff , assist with guest complaints, and represent management in the absence of the Guest Services Manager. You’ll also be deeply involved in team training and ensuring the highest standards of service.

Requirements

A 2 -year college degree (preferred)
At least 1 year of supervisory experience in hospitality or a related field
Proficiency in Windows , spreadsheets , and word processing
A valid driver’s license from the applicable state
Ability to stand for extended periods during shifts
Light physical work, including occasionally lifting up to 20 lbs
Long hours may be required, including weekends and holidays
Is a strong communicator —able to work with both guests and staff with professionalism and clarity
Possesses excellent problem-solving skills and can stay calm under pressure
Leads by example with a friendly, courteous, and service-oriented demeanor
Is detail-oriented with a commitment to ensuring guest satisfaction
Has a strong background in supervising and training teams
Has the ability to prioritize and multitask in a fast-paced environment

Responsibilities

Supervise and train Guest Services, Concierge, and Uniformed Services/Transportation teams
Address guest complaints , requests, or issues in a timely and professional manner
Maintain a friendly, courteous, and attentive environment at the Front Desk at all times
Monitor staff performance , providing feedback and coaching to ensure high service standards
Assist in guest check-ins and checkouts to ensure seamless and efficient operations
Oversee Front Desk operations , ensuring all systems are functioning smoothly
Handle guest inquiries , concerns, and special requests
Enforce hotel policies and ensure that all team members adhere to Standard Operating Procedures (SOPs)
Conduct daily briefings with staff to align on priorities, updates, and special guest needs
Review logs and reports to monitor guest satisfaction, staff performance, and operational issues
Ensure compliance with all cash handling, billing, and credit policies
Assist with staff training and create development plans to improve performance
Ensure that new hires are trained on hotel operations, guest service standards, and company policies
Lead by example to maintain a high standard of service and professionalism among team members
Participate in performance reviews and assist with employee growth and retention
Oversee special requests for VIP guests, ensuring personalized service and attention to detail
Monitor guest satisfaction scores and take proactive measures to enhance the guest experience
Block rooms for special groups and ensure all guest needs are met during their stay