Guest Services Assistant Manager

Hyatt Hotel; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading hospitality company in Dubai seeks a Guest Services Manager to oversee operations, enhance guest experiences, and lead a team. The ideal candidate will have strong leadership skills, operational planning experience, and a commitment to exceptional service. Responsibilities include managing guest interactions, resolving complaints, and training staff to uphold high service standards. Join a dynamic team dedicated to delivering outstanding guest experiences in a vibrant environment.

Qualifications

• 2+ years of experience managing Guest services teams in hospitality or theme park.
• Ability to develop and implement Guest service strategies.

Responsibilities

• Assist in overseeing daily operations of guest services department.
• Handle guest complaints and inquiries efficiently.
• Supervise department employees ensuring adherence to policies.

Skills

Leadership

Operational Planning

Service Recovery

Tools

Microsoft Word

PowerPoint

Excel

Job description

Assist in ensuring that department employees deliver the brand promise and provide exceptional guest service at all times.

Ensure that employees also provide excellent service to internal customers in other departments as appropriate.

Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintain positive guest and colleague interactions with good working relationships.

Maximize employee productivity through the use of multi-skilling, multi-tasking, and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines, ensuring optimum deployment and energy efficiency of all equipment.

Ensure new technology and equipment are embraced, improving productivity while taking work out of the system. Operational

Assist in overseeing the daily operations of the guest services department, including ticketing, admissions, cabana services, locker and towel rentals, lost and found management, and upselling packages.

Assist in managing the mascot/character program, including scheduling, training, and performance quality.

Operate the ticketing system, handle transactions accurately, and manage guest admissions.

Validate tickets and wristbands for entry.

Provide information about ticket options, promotions, and park policies.

Ensure a smooth and efficient entry process for all guests.

Assist guests with cabana reservations and ensure cabanas are clean and ready for use.

Provide information about cabana amenities and services.

Ensure guests have a comfortable and enjoyable experience in their cabanas.

Manage locker and towel rental services, including issuing and collecting towels.

Maintain cleanliness and organization in the locker and towel rental areas.

Ensure an adequate supply of clean towels is available at all times.

Assist guests with lost and found inquiries and manage the lost and found inventory.

Ensure lost items are logged and stored securely.

Facilitate the return of lost items to their owners.

Promote and upsell packages and additional services to enhance the guest experience.

Provide detailed information about available packages and their benefits.

Provide guests with information about park attractions, events, and services.

Assist guests with directions and general inquiries.

Be flexible and adapt to different roles and tasks within the guest services department.

Ensure all guest service areas are safe and adhere to park guidelines.

Personnel

Closely supervise the department employees in the performance of their duties, ensuring this is in accordance with policies and procedures and applicable laws.

Oversee the punctuality and appearance of all employees, making sure they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the park and department s grooming standards.

Develop the skills and effectiveness of all employees through appropriate training, coaching, and/or mentoring.

Assist in the training of employees, ensuring they have the necessary skills to perform their duties with maximum efficiency.

Supervise the employees within the department, ensuring the correct standards and methods of service are maintained as stated in the Departmental Operations Manual.

Support the implementation of The People Brand, demonstrating and reinforcing the park's Values and Culture Characteristics.

Ensure employees have a complete understanding of and adhere to employee rules and regulations.

Ensure employees follow all park, company, and local rules, policies, and regulations relating to fire and hazard safety, and security. Other Duties

Understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the park s policy on Fire, Hygiene, Health, and Safety.

Report for duty punctually, wearing the correct uniform and nametag at all times.

Maintain a high standard of personal appearance and hygiene at all times.

Maintain a good rapport and working relationship with staff in all other departments.

Attend and contribute to all staff meetings, Departmental, Park, and Hotel training schedules, and other related activities.

Fully support the Departmental Trainers function in the Department assigned.

Undertake any reasonable tasks and secondary duties as assigned by the Guest Services Manager.

Respond to any changes in the department function as dictated by the park.

Project at all times a positive and motivated attitude and exercise self-control.

Have a complete understanding of the Department Operations Manual and Policies and Procedures.

Occasional Duties

Assist in carrying out quarterly, bi-yearly, yearly inventory of operating equipment.

Carry out any other reasonable duties and responsibilities assigned.

Desired Candidate Profile

"2+ years of experience managing Guest services teams in a hospitality or theme park environment, preferably in the UAE or GCC Ability to develop and implement Guest service strategies and service recovery programs Strong leadership and operational planning skills Experience managing admission systems, including online ticketing platforms, access control technology, and revenue tracking High reading, writing, and oral proficiency in the English language Proficiency in Microsoft Word, PowerPoint and Excel, including data analysis, financial modeling, and reporting"

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