Assistant Guest Services Manager

The Assistant Guest Services Manager provides leadership, training and guidance to the Guest Services Team for overall successful performance of the Front Office & Reservations. 

This position will provide exceptional service to both internal and external guests at all times. They will be responsible to assist in providing leadership, guidance and support to the Guest Services team in the areas of daily operations, training, and scheduling and performance management. The Assistant Guest Services Manager is fully committed to ensuring that all procedures are performed to the department and property standards and serve as an ambassador for the property. 

Full Time, $65,000 - $70,000 / year, depending on experience.

For You:  

Be part of a luxury revolution in the hospitality space. 

When you become a Team Member at the Woodmark Hotel & Still Spa, you’re empowered to share your craft side by side with passionate and talented people inspired to create incredible guest moments every day. 

If this approach aligns with your passions, join us at a place where your voice and opinion is an integral part of the next generation of hospitality.

Perks and Benefits: 

The Woodmark Hotel & Still Spa offers qualifying Team Members these unique perks & benefits. Eligibility is bason upon employment status (Full-Time or Part-Time).

Perks for Team Members:

• Easy access to work - centrally located in Kirkland, Washington.
• Free on-property parking for all Team Members.
• Daily Meal Credit - $6.00/day automatically added to your paycheck for each shift worked on-site for 5 hours for all Team Members.
• Public Transportation Reimbursement - $40.00/month reimbursement for use of public transportation if eligible.
• Team Member appreciation events and recognition celebrations.
• Coffee & Tea – Team Members enjoy daily complimentary drip coffee & tea.
• Restaurant discounts – Team Members enjoy a 30% discount at The Woodmark Hotel & Still Spa’s restaurant, Carillon Kitchen.
• Spa discounts – Team members enjoy a 30% discount at The Woodmark Hotel & Still Spa on all spa services and retail products at Still Spa.
• Hotel Room night discounts for Team Members and their Friends & Family.
• Carillon Point property discounts at restaurants and businesses. 
• LifeMart discount program through ADP.
• 401(k) Plan after 1-year of employment with employer contribution.
• Team Member Assistance Program – Free & confidential counseling program
• Paid Time Off (PTO) – 17 days per year
• Complimentary Life Insurance
• Voluntary Medical Insurance
• Voluntary Dental Insurance
• Voluntary Vision Insurance
• Voluntary Accident & Critical Illness Insurance
• Voluntary Pet Insurance

ESSENTIAL JOB FUNCTIONS:

• Supervises the performance, attendance, attitudes, appearance and conduct of Guest Services team.
• Assists the Guest Services Manager to ensure desired results are achieved in the following areas: Exceptional customer service standards in both Front Office and Reservation duties; create and drive upsell incentives, increase guest satisfaction scores, improvement, development and implementation of written processes, shift checklists, policies and procedures.
• Ensures Guest Services initiatives are completed within established time frames.
• Act as a positive role model for all Guest Services team members.
• Assists with the selection, training, coaching / development and performance evaluations of Guest Services team members to ensure desired results are consistently achieved.
• Enthusiastically welcomes our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day. 

• Creates memorable experiences with a warm, welcoming personality that can relate to guests and team members. 
• Shares your personal passions and knowledge of the services and amenities available to guests to help them feel at home. 

• Utilizes labor management tools to schedule and control labor costs.

• Enjoys multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency. 
• Demonstrates the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e., reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests.
• Ensure Guest Services team properly complete required checklist items at the end of each shift.
• Instills a calm, organized approach when interacting in stressful situations.
• Maintains confidentiality of guest information and follows proper PCI protocol to secure and protect pertinent hotel and guest data.
• Assists management to recruit, hire, train and successfully support and manage the talent of all new and existing team members.
• Attends appropriate department, hotel and division meetings.
• Maintains an up to date working knowledge of all hotel amenities as well as any special events.
• Reports to work on time and according to posted schedule, maintains accurate time records. 
• Maintains a professional appearance. Follows all Woodmark Hotel dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all time.
• Performs other related duties as assigned or defined by Leadership.

EXPERIENCE & EDUCATION:

• High school diploma or equivalent required
• Prior hospitality front desk leadership experience preferred
• At least two years customer service experience required

JOB REQUIREMENTS:

• Must be a United States citizen or possess a valid work permit
• Must be able to read, write and speak English
• Must have strong computer skills and working knowledge of Microsoft Office programs
• Must be detailed-orientated and able to work well under pressure in a fast-paced environment
• Must possesses excellent verbal and written communication skills
• Must be professional in appearance and demeanor
• Ability to work weekends and holidays as needed
• Ability to work various shift times that may include mornings, mid-days, and evenings

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance; 
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.  
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

 The Woodmark Hotel is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran's status, disability, or any other legally protected status. is committed to providing equal opportunities regardless of tatusis committed to providing equal opportunities regardless of tatus

This job description in no way states or implies that these are the only duties to be performed by this employee.  They will be required to follow other instructions and perform other work-related duties requested by their supervisor.

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