Assistant guest services managers work primarily in the hospitality industry as salaried employees. They are responsible for assisting guest services managers with day-to-day operations of the business, and may also be involved in interviewing, hiring, directing, and supervising guest services staff.
These assistants must ensure the success of their businesses through excellent customer service, so excellent verbal and written communication skills are important in this position. They must always be courteous to their guests and staff, and interpersonal and leadership skills are important in order to lead by example and create a warm environment for all customers who visit the facility. They may propose service improvements, though they must follow their employers’ written policies, procedures, and guidelines. They must also be open to flexible schedules, including nights, weekends, occasional overtime/unscheduled shifts, and holidays.
A bachelor's degree in a hospitality-related field is generally required for this position, though some employers may hire those with prior experience in place of a degree. Assistant guest service managers may be required to attend and complete company training programs, including but not limited to new-employee orientation, customer service, safety, and service/product knowledge. Some companies require that candidates pass background checks and drug tests, and some assistants may be required to travel to attend conferences or train guest service associates.
Assistant Guest Services Manager Tasks
Handle the tracking of service issues, such as complaints, requests, and service disputes.
Assist in the oversight of the guest service department, which may include doormen, bellmen, valets and concierges.
Collect, analyze, and report on metrics like number of guests served, popularity of services and common unmet needs.
Monitor inventory, room availability, rates, schedules, and assist with completing payroll and expenses.