Assistant Guest Services Manager

Pyramid Global Hospitality•Charlotte Harbor, FL

7d•Onsite

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 maintains Luxury Experience standards during arrivals and oversees the flow of luggage and vehicles, timely luggage and guest-amenity delivery, smooth retrievals, and careful handling of guest property, resort vehicles, and equipment. Duties are performed in accordance with department and Sunseeker Resort policies, practices, and procedures. The position supports daily Guest Services operations, staffing and scheduling, group luggage arrangements, guest line management, and coordination with shuttle and outside transportation providers. It coaches team members, helps resolve guest requests and complaints, collaborates with other departments, and supports service quality, employee relations, financial responsibility, and asset management.

Requirements

High school diploma, GED, or equivalent.
One to two years of experience in front services, valet, and/or shuttle operations.
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 skills.
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; the employer uses E-Verify.
Must pass a criminal background check, drug screen, and MVR 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.
Create luggage delivery lists and ensure group operations are accurately carried out.
Ensure proper guest line management from the porte-cochere to the lobby desks.
Coordinate with shuttle drivers and outside transportation providers to ensure guests and luggage are handled properly and luggage reaches its designated resort location promptly.
Monitor daily operations and support Guest Services team members in applying Standard Luxury Service Expectations and Standard Operating Procedures.
Promote teamwork, mutual respect, quality training, and high standards of luxury service.
Audit schedule accuracy and adjust schedules when business needs require it.
Monitor Guest Services team members’ work and maintain a consistent flow of guest service.
Coach and train team members in excellent, timely, and professional guest service.
Exercise discretion and independent judgment when evaluating programs, services, and ideas.
Stay informed about property goals and help create, support, and present departmental goals to executive leadership.
Keep current with new hotel-industry technology.
Review, implement, and refine procedures to enrich the guest experience and maintain luxury standards.
Seek guest feedback and liaise 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 management strategies for guest service, employee relations, team cooperation, financial responsibility, and asset management.
Ensure accounting, payroll, and employee-relations matters comply with company policy.
Perform other functions as needed.