Assistant Guest Services Manager

SUMMARY: Guest Services Assistant Managers are working managers, responsible for overseeing front desk operations, such as attending to all guest assistance requests, check-ins, check-outs, parking lot support, and team member support as appropriate. Managers are also responsible for ensuring documentation, such as registration cards are provided to and completed by guests and address balances owed for services or goods. Guest Services Assistant Managers work among and manage day-to-day activities by the staff they are scheduled with providing training, support, and guidance for all Supervisor and Associate level team members. Assistant Managers also must be able to manage business levels, making sound decisions regarding break periods, delegations, guest complaints/service recovery, staffing adjustments for both current day and future dates as appropriate, and delegations received from department managers. Guest Services Assistant Managers are expected to be capable of performing any and all functions of a Guest Service Supervisor or Associate. Guest Services Assistant Managers must be able to effectively balance administrative responsibilities with front-line support.   ESSENTIAL DUTIES AND RESPONSIBILITIES:  This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.    Guest Assistance by phone or in person Check-ins Check-outs Payment collection Distribution of service calls to internal support departments as reported Sell add-on services or goods to guests Initial Service Recovery efforts as part of complaint resolution PBX operation Stocking supplies Cleaning work area Checking credit card transaction balances in the property management system and comparing those numbers to the merchant processor for accuracy Correcting transaction errors that have occurred within either the property management system or merchant processor Supervising team member activities Oversight of front desk operations Assisting supervisors and associates with their guests to ensure front desk activity is a seamless and enjoyable part of a guest’s experience. Manage time cards, performing any necessary corrections within a timely manner. Hire, coach, discipline, and terminate employees as needed. Track various incentive and retention programs that are utilized by the department as well as generating ideas that either improve existing or leads to the implementation of new programs that enhance a team member’s dedication to the success of the team, department, and company. Perform various administrative tasks to ensure departmental operation is orderly and successful.   SUPERVISORY RESPONSIBILITIES: Manages and directly supervises subordinate supervisors and front-line staff.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.   EDUCATION and/or EXPERIENCE: Level 4 One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.   LANGUAGE SKILLS: Level 4 Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of guests, managers, executives, and other employees of the organization.   MATHEMATICAL SKILLS: Level 3 Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.   REASONING ABILITY: Level 5 Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.   CERTIFICATES, LICENSES, REGISTRATIONS: Tennessee Driver’s License or ability to obtain one within 30 days of employment     QUALIFICATIONS:   Strong leadership skills and ability to motivate people.  Requires good negotiation and listening skills. Ability to act independently with little supervision. Hands-on manager, well organized, detail-oriented, creative thinker.  Skilled in problem-solving and staff training.  Efficiently handle multiple duties.  Requires the ability to operate various office equipment including a computer, word processing, spreadsheets, voice mail, copier, fax, and calculator.  Requires a good understanding of company policies and procedures.  Working knowledge of resort amenities, room designs, and general golf knowledge. Ability to handle stressful situations Good attendance and punctuality. Exhibits professionalism. Exhibits good grooming habits. Wears the proper uniform. Works efficiently. Follows all resort and office policies and standard operating procedures. Conducts themselves in a professional manner with a positive attitude.   PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Physical Activities: Frequently stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear   Lifting Activities: While performing the duties of this job, the employee is required to: Occasionally lift up to 10 and 25 pounds.     Vision Requirements: Close vision and Peripheral vision   WORK ENVIRONMENT: Occasionally work in wet or humid conditions (non-weather) and outdoor weather conditions.   Noise Levels: Moderate