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ASSISTANT MANAGER - ROOM GS NE
ASSISTANT MANAGER - ROOM GS NEPyramid Global Hospitality • Birmingham, AL, US
ASSISTANT MANAGER - ROOM GS NE

ASSISTANT MANAGER - ROOM GS NE

Pyramid Global Hospitality • Birmingham, AL, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Assistant Guest Services Manager Ne

Assist all guests efficiently, courteously, and professionally in all front desk related functions. Maintains high standards of service and hospitality.

Essential functions :

  • Ensure guests receive prompt, professional attention and are greeted upon arrival.
  • Handles guest check-ins and outs efficiently and in a friendly and professional manner.
  • Utilizes a thorough working knowledge of the reservation system and procedures; takes reservations and knows cancellation procedures and policies.
  • Resolve guest challenges and take appropriate action to ensure guest satisfaction.
  • Process customer payments according to established procedures and policies including proper cash handling and credit card authorizations.
  • Efficient communication with other departments of the hotel in order to support special requests, late-checkouts, maintenance needs and guest concerns.
  • Assist with pre-registration and blocking of reservations. Prepares for group arrivals and departures.
  • Provides the highest quality of service to guests at all times.
  • May be required to operate the hotel shuttle van.

Duties & responsibilities :

  • Manage all aspects of front desk operations for assigned shift.
  • Assists the FOM to schedule employees to ensure proper coverage.
  • Monitor performance and recommend / initiate corrective and / or disciplinary action, or other staffing / human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues. Adhere to the 15-minute rule.
  • Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
  • Respond appropriately to guest complaints.
  • Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
  • Communicate to staff any VIP, Hilton Hiltons, or special needs or requests and follow up on execution.
  • Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives.
  • Assist with managing labor costs and expenses within budget.
  • Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
  • Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
  • Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
  • Train appropriate staff on procedures for PBX to serve as a central communications point during emergency / crisis situations.
  • Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
  • Will serve as manager on duty as required.
  • Accountability : This job is responsible for managing front desk operations for a p.m. and / or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees.
  • Perform all other duties as deemed necessary by management.

    • What are we looking for?

    Requirements :

  • Bachelor's degree in Hotel Management, Business Administration or related field preferred plus one or more years front office / guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English.
  • Excellent communication, organizational and customer service skills are required.
  • Must be able to stand for the duration of a shift.
  • Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties.
  • Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training.
  • Mathematical skills, including basic math, budgeting, profit / loss concepts, percentages, and variances are utilized frequently.
  • Problem solving, reasoning, motivating, organizational and training abilities are used often. May be required to work nights, weekends, and / or holidays.

    • Compensation :

    Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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