Assistant Guest Services Manager

Study Hotels; Philadelphia (Philadelphia County); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an Assistant Guest Services Manager to deliver exceptional hospitality and service. This role involves supervising the Guest Service team, ensuring guest satisfaction, and managing daily front desk operations. The ideal candidate will possess excellent communication skills, a friendly demeanor, and the ability to multitask in a fast-paced environment. Join a vibrant team at a unique hotel that emphasizes guest interaction and community connection, offering a dynamic work atmosphere and comprehensive benefits for eligible team members.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k) Plan

Employee Assistance Program

Qualifications

• 2 years of experience in hotel front office or guest services required.
• Intermediate computer skills needed, especially in Microsoft Office.

Responsibilities

• Supervise Guest Service Agents and ensure guest satisfaction.
• Manage daily operations for the front desk and handle guest inquiries.

Skills

Customer Service

Communication Skills

Organizational Skills

Flexibility

Problem-Solving

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

The Study at University City is looking for an Assistant Guest Services Manager to provide genuine hospitality and the highest quality of service to our guests. The Assistant Guest Services Manager will be responsible for supervising the Guest Service Agents and ensuring guest satisfaction under the guidance of the Guest Services Manager and in alignment with Study brand standards.

Responsibilities

• Provide the highest and most efficient level of hospitality service expected by our guests.
• Present and conduct business in a professional and ethical manner.
• Possess and provide excellent oral and written communication skills and be capable of providing clear and concise direction.
• Supervise the training of all Guest Service team members and motivate them to perform their jobs effectively.
• Answer inquiries about the hotel and surrounding areas.
• Lead independently and take complete ownership of all aspects of daily operations for the front desk.
• Complete the guest check-in and check-out processes, which includes assigning guests their rooms and facilitating payment.
• Maintain room inventory of vacancies, reservations, and assignments.
• Courteously answer inquiries and accept reservations, both in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques to sell room nights, increasing occupancy and revenue.
• Coordinate with all hotel departments to manage guest requests and answer general guest inquiries about the hotel and the surrounding area.
• Attend to guests' needs and requests, including setting up and scheduling wake-up calls and outgoing taxis, making restaurant recommendations, and resolving billing issues and complaints.
• Regularly calculate and post charges, receipts, cash payments, and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Perform accordingly to the company handbook in regard to policies, procedures, and regulations.
• Maintain a safe and clean work environment.

Fundamentals

• Ability to maintain a friendly, cheerful, and courteous demeanor at all times.
• Education: High school diploma or general education degree (GED).
• Experience: 2 years of hotel front office or guest services department experience.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Intermediate computer skills. Working knowledge of Microsoft Outlook, Word, and Excel.
• Flexibility to work any shift including evenings, weekends, and holidays.
• Excellent verbal and written interpersonal communication skills.
• Proficiency in English required. A second language is desirable.
• Strong organizational skills including follow up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments.
• Ability to grasp, lift and or carry, or otherwise, move goods weighing a maximum of 50 lbs.
• Ability to stand for long periods of time indoors with a thematically climate-controlled workstation.

About Us

The Study at University City, the second property of the Study Hotels brand, is located at the crossroads of the University of Pennsylvania and Drexel University in the heart of University City in Philadelphia, PA.

The 212-room hotel features areas of discovery and connection placed throughout for purposeful guest interaction, including three custom designed museum cases showcasing artifacts from nearby museums, custom writing desks complete with postcards to encourage guests to connect with family and friends postage free, and a European-inspired café. Guest rooms and public spaces are designed around a bright, uplifting palette, reflective of contemporary residential living.

The Study at University City offers CO-OP Restaurant & Lounge, an energetic restaurant featuring great food and spirited hospitality positioned at the bustling corner of 33rd and Chestnut Streets.

Eligible full-time team members are offered a comprehensive benefit package including medical, dental, vision, life and disability insurances, paid time off and paid holidays. Team members are eligible to participate in our 401(k) plan and Employee Assistance Program.

Study Hotels is an Equal Opportunity Employer and does not discriminate on the basis of age, race, religion, disability, nationality, sex, sexual orientation, or any other category protected by federal, state, or local law.