PM Assist Mgr Guest Service

Sage Hospitality•New Orleans, LA

2d•Onsite

About The Position

The Assistant Guest Services Manager's primary function is to assist the Guest Service Manager with the daily operations of the front office. He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager.

Requirements

High School diploma or equivalent.
Possess a valid driver’s license.
May require additional certification up to an including a CDL – Chauffeur Driver License to drive van larger than 15 passenger or mandated by state law.
Pass a Motor Vehicle Report background check.
2 years or more of similar experience
Must have knowledge of local establishments, businesses and the surrounding community in general.
Must be able see objects and people at a distance.
Must be able to communicate verbally and understand and follow verbal instruction.
Must be able to use tact and understanding when dealing with a variety of customer service problems.

Responsibilities

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
Assist with development of employee morale and ensure training of Guest Services personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Assist Guest Service Agents with check-ins and checkouts; confirm that all SOPs are being followed properly.
Train new employees help to develop and implement training programs.
Maintain log of rooms in "out of order" status.
Authorize and sign adjustments and paid outs over the limit.
Oversee discrepancy report and monitor follow-through.
Post updated information on 72-hour sheet and review with Guest Service Agents.
Work closely with housekeeping regarding daily room status.
Oversee Bell staff in the absence of a Supervisor.
Confirm that Guest Service Agents, Operators and Bell staff complete all duties.
Operate radios efficiently and professionally in communicating with hotel staff.
Ensure the proper use of radio etiquette within the department.
Ensure correct and accurate cash handling at the Front Desk.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Be aware of all rates, packages and promotions currently underway.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Monitor all V.I.P.'s, special guests and requests.