Assistant Guest Services Manager

Oetker Hotels•Palm Beach, FL

About The Position

The uniqueness of The Vineta Hotel requires an Assistant Guest Services Manager to lead the Guest Services team, ensuring the efficient, effective, and cohesive flow of activities through personal presence with passion, family spirit and elegance to create a personalized and unparalleled arrival and departure experience for our guests. Responsible for the daily operations of the front office department to present a positive image of the hotel and creating an unsurpassed experience for our guests and team members. Manage all aspects of the guest experience from arrival to departure and ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests. Maintain high standards of Guest Services as established by the Managing Director. Develop and maintain strong relationships with guests. Organize and manage special events, promotions, special guest requests and accommodations ensuring total guest satisfaction. Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage. Supervise, train, coach, and develop team members according to hotel policies and procedures, fostering a positive teamwork environment. Ensure all hotel policies and procedures are adhered to and ensure guest service hoteliers are accountable for compliance of these policies and procedures. Develop and manage hoteliers schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays. Review payroll each day to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner. Assist in the recruiting process and participate in the selection and development of all Guest Services team members. Be sensitivity to and understanding of diverse cultures and backgrounds, enhancing guest interactions. Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards and promote empowerment. Prepare regular reports on guest feedback, hotelier performance, service metrics, and maintain an accurate guest attention report. Follow cash handling and auditing procedures as outlined by the finance department. Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are followed. Report unsafe conditions, as appropriate. Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests. Creatively execute strategies and drive results; originate and invent new ways to create unparalleled experiences for our guests and team members.

Requirements

Minimum 1-2 years of managerial experience in the luxury hospitality industry.
College degree in Hospitality Management preferred or equivalent experience.
Fluent in English; other languages considered an asset.
Proficiency in Microsoft Office programs, hotelier scheduling systems, and Opera.
Full-Time position.
Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays.
Prolonged periods of sitting at a desk and working on a computer.
Genuinely warm presence, friendly, sincere, and outgoing nature, leading by positive example to strive for service excellence and warm hospitality.
Ability to apply conflict resolution and critical thinking skills in a collaborative environment.
Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs. during a shift.
Must be able to access and navigate each department at the organization's facilities.

Nice To Haves

College degree in Hospitality Management preferred or equivalent experience.
Fluent in English; other languages considered an asset.

Responsibilities

Lead the Guest Services team
Manage all aspects of the guest experience from arrival to departure
Maintain high standards of Guest Services
Develop and maintain strong relationships with guests
Organize and manage special events, promotions, special guest requests and accommodations
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage
Supervise, train, coach, and develop team members
Ensure all hotel policies and procedures are adhered to
Develop and manage hoteliers schedules
Review payroll each day
Assist in the recruiting process
Prepare regular reports on guest feedback, hotelier performance, service metrics
Follow cash handling and auditing procedures
Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are followed
Ensure that personal appearance and hygiene standards are an example for the team
Creatively execute strategies and drive results