Assistant Guest Services Manager

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

Job summary

An established industry player in hospitality is seeking an Assistant Guest Services Manager to provide exceptional service and lead the Guest Service team. In this role, you will ensure guest satisfaction and uphold brand standards while supervising daily operations at the front desk. The ideal candidate will possess strong communication skills, the ability to multitask in a fast-paced environment, and a friendly demeanor. This position offers an exciting opportunity to contribute to a welcoming atmosphere and enhance the guest experience, making it a rewarding role for those passionate about hospitality.

Qualifications

• 2 years of hotel front office or guest services experience required.
• Proficiency in English; second language is desirable.

Responsibilities

• Supervise Guest Service Agents and ensure guest satisfaction.
• Handle guest check-in/check-out processes and inquiries.
• Maintain room inventory and manage guest requests.

Skills

Excellent oral and written communication skills

Customer service skills

Organizational skills

Ability to work flexible shifts

Ability to calculate figures and amounts

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.
• Be able to 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, by 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, 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.