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Assistant Guest Services Manager

2 months ago

Dubai, Dubai, United Arab Emirates Ennismore Full time
Job Description

The Assistant Guest Services Manager plays a crucial role in ensuring the smooth operation of the hotel's front desk and guest services. This position requires a high level of professionalism, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Guest Services Management:
    • Supervise and train front desk and guest services staff to ensure exceptional service delivery.
    • Handle guest inquiries, requests, and complaints in a timely and professional manner.
    • Monitor and manage the guest check-in and check-out processes to ensure seamless operations.
  • Team Coordination:
    • Support the Guest Services Manager in scheduling and delegating tasks to staff.
    • Conduct regular meetings with the guest services team to discuss performance, address issues, and share updates.
    • Provide feedback and coaching to team members to enhance their performance and service quality.
  • Administrative Duties:
    • Maintain accurate records of guest interactions, transactions, and feedback.
    • Assist in preparing reports on guest satisfaction, departmental performance, and other relevant metrics.
    • Ensure compliance with hotel policies, procedures, and safety standards.
  • Guest Experience Enhancement:
    • Develop and implement strategies to enhance the overall guest experience.
    • Collect and analyze guest feedback to identify areas for improvement.
    • Coordinate with other departments (housekeeping, maintenance, food and beverage) to address guest needs and preferences.
  • Problem Resolution:
    • Handle and resolve escalated guest issues or complaints in a timely and professional manner.
    • Implement solutions to prevent recurrence of similar issues.
  • Operational Support:
    • Assist in managing the hotel's booking system and ensuring accurate room assignments.
    • Oversee the handling of cash and credit transactions, ensuring accuracy and security.
    • Support the Guest Services Manager in inventory management and ordering of supplies as needed.
    Requirements:
    • Bachelor's degree in Hospitality Management, Business Administration, or a related field.
    • Previous experience in a guest services or front desk role, with a minimum of 2-3 years in a supervisory position.
    • Strong interpersonal and communication skills, with the ability to interact effectively with guests and staff.
    • Excellent problem-solving abilities and a proactive approach to guest service.
    • Proficiency in hotel management software and Microsoft Office Suite.
    • Ability to work flexible hours, including evenings, weekends, and holidays.
    • Leadership and team management.
    • Exceptional customer service and conflict resolution skills.
    • Organizational and multitasking abilities.
    • Attention to detail and accuracy.
    • Ability to remain calm under pressure.