Assistant Guest Services Manager

Hotel Equities; Colorado Springs (CO); On-site; USD 18,000 - 29,000; Full time

Job summary

Hotel Equities in Colorado Springs is seeking an attentive Front Desk Associate to assist the Guest Services Manager in directing front office operations. You will help maintain high standards of guest service while supporting efficient hotel operations and profitability targets.

Responsibilities include supervising front desk staff, handling reservations and inquiries, processing payments, and coordinating with other departments to ensure guest satisfaction.

Qualifications

• 1+ year of guest/customer service or hotel experience.
• Proven ability to manage multiple tasks in a fast-paced environment.
• Proficient in standard office software and front desk systems.

Responsibilities

• Direct and supervise front office activities in line with guidelines.
• Maintain guest service standards and support profitability goals.
• Assist in scheduling and labor control, and handle guest complaints.
• Review VIP reservations, amenity orders, and room assignments.
• Balance cash, vouchers, and other payments; assist with end-of-shift reports.
• Communicate with other departments to ensure smooth operations.
• Perform front desk duties in absence of staff and participate in Manager on Duty.

Skills

Guest service

Communication

Teamwork

Leadership

Problem solving

Cash handling

Data entry

Multi-tasking

Attention to detail

Education

High School Diploma or equivalent

2-4 year college degree a plus

Job description

Pay Range

USD $21.00 - USD $21.00 /Hr.

Job Description

POSITION SUMMARY:

This position will assist the Guest Services Manager in directing and supervising the operational activities of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Maintains standards of guest service as established by the hotel.
• Contributes to the profitability and guest satisfaction perception of the hotel and its staff.
• Increases the level of guest satisfaction perception of the hotel and its staff.
• Increases the level of guest satisfaction by delivery of an improved product through team member development, coaching and counseling, and supervision.
• Assists the Guest Services Manager in managing resources to achieve acceptable levels on labor standards.
• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
• Update the computer system by inputing inventory and non-inventory groups. Control the Suite book to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation Service regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
• Compute daily schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
• Perform front desk duties in the absence of team members, handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conduct through research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures. Monitor lobby traffic and makes staffing adjustments accordingly.
• Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
• Prepare weekly forecasts expected arrivals and departures.
• Perform the duties of Guest Service Representative, Reservation Agents and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction.
• In emergencies, perform in the capacity of any position supervised.
• Participate in Manager on Duty program.
• Perform other duties and responsibilities as assigned or required.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

REQUIRED SKILLS / ABILITIES:

• Must be able to frequently move freely about the hotel, maintain manual dexterity to access computer via keyboard and operate office equipment, such as telephones, copiers, fax machine, computer systems etc. and remain standing during extended periods during shi .
• Must be able to frequently move freely about the hotel, including up and down stairs many mes during shi and remain standing for extended periods.
• Needs to be available to work a variety of hours, varied tasks under varied condi ons.
• Must be able to communicate effec vely in a posi ve/upbeat fashion u lizing English; both orally and wri en.
• Must exhibit posi ve interpersonal skills with focused a en on to guest needs and varied business contacts.
• Must maintain a good working rela onship with other departments, team members and guests.
• Must be able to interface with public daily.
• Basic mathema cal skills and considerable skill in the use of a calculator to prepare moderately complex mathema cal calcula ons without error.
• Ability to listen effec vely and to speak English clearly to communicate with customers and team members and prepare wri en complex reports of room availability and revenues generated.
• Must have coordina ng skills as pertains to determining me, place and sequence of opera ons or ac on.
• Ability to analyze informa on and make effec ve judgments.

DESIRED SOFTWARE PROFICIENCIES:

None

SUPERVISORY RESPONSIBILITIES:

None

EDUCATION / EXPERIENCE:

• 1+ year’s guest/customer service or hotel experience, and/or 1+ years supervisory experience preferred.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent
• 2 or 4-year college degree a plus.

PHYSICAL REQUIREMENTS:

• Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system.
• Ability to li and transport metal deposit boxes weighing up to 25 lbs.
• Requires handling objects or materials using body members, hand tools and or special devices to work, move, or carry objects or materials.
• Protection from weather but not necessarily changes in temperature.
• OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.
• Normal routine involves no exposure to blood, body fluid or tissue, but exposure or potential for exposure may occur.
• All team members must maintain a neat, clean and well-groomed appearance (specific standards available).