Analysis Skills, Background Investigation, CDL Driver's License, Communication Skills, Computer Systems, Customer Support/Service, Discrepancy Report, Driver's License, Follow Through, Hospitality and Tourism, Housekeeping/Cleaning, Loading/Unloading, Operations, Physical Demands, Radio Operation, Software Administration, Staff Development, Staff Training, Standard Operating Procedures (SOP), State Laws and Regulations, Time Management, Training Program Development, Van Driving
Sage has moved beyond cookie cutter to light the way—not for what our hotels “should be”, but “could be”. At Sage Hospitality Group, we’re looking for people who aren’t afraid to step a little outside of the box. Our associates are the best in the business. Smart and calculated, authentic and different, creative and independent.
Job Overview:
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.
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.
Qualifications:
Education/Formal Training
- 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.
Experience
2 years or more of similar experience
Knowledge/Skills
- 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.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lifting up to 50 lbs., pushing or pulling cart up to 200 lbs.
- Bending/kneeling -occasionally during shift when needed to lift or load luggage into van or onto cart.
- Mobility -walking up to 1/10 mile frequently during shift.
- Continuous standing -to wait for arriving guests, frequently during shift.
- Climbing stairs up to 3 steps 50% of 8 hours.
- Driving -constant driving to transport guests to or from airport, or other locations as determined by supervisor.
- Must be able to grasp handles, carry bundles and lift packages.
Environment
Physically strenuous, prolonged sitting, walking and climbing stairs, exposure to outside elements, primarily inside vehicle with time outdoors during stops.
Work inside 50% of 8-hour shift; outside 50% of 8 hour shift. Abnormal temperatures -exposed to winter and summer temperature extremes.