Assistant Guest Service Manager

It is the responsibility of the Guest Service Manager to guarantee the satisfaction and experience of service to the guests.

Description of Responsibilities

• Responsible for the Guest Service departments.
• Define the strategy to ensure compliance with the KPIs established for their area of responsibility.
• Proactively make suggestions to the Room Division Manager to improve guest satisfaction.
• Develop schedules, plan vacations, absences and leaves based on occupancy and operational requirements.
• Distribute the tasks of the department according to the staff and profile of the work team.
• Participate in the meetings of departmental managers to which he/she is summoned for operational and administrative management.
• Know and comply with the standards established by Marriott as well as the type of memberships existing in the Marriott Bonvoy program.
• Know and inform their collaborators of all SOPs and policies related to the Guest Service department.
• Ensure in coordination with F&B that the rooms receive the corresponding amenities.
• Monitor the operation by analyzing occupancy forecasts, type of market, seasonality, positioning in Trip Advisor, Guest hotel score and decrease in the number of incidents of Guests.
• Attend to the special requirements requested by the Guests and solve them satisfactorily.
• Prepare compensation and incident reports to ensure the satisfaction of the Guest.
• Supervise aspects of Guest Service validating room conditions, compliance and adherence to service standards.
• Coordinate actions with the Housekeeper, Reception, Food and Beverage, related to Guest Service.
• Carry out the internal control of the Chef's table reservations, as well as their follow-up by Personnel Administration.
• Monitor and follow up on the comments registered in the Guest Hotels program, following up on the areas of opportunity detected in the program. Guest Satisfaction & Quality Control
• Follow up on guest feedback with the goal of understanding areas of opportunity and their expectations.
• Establish action plans together with the team, with the aim of ensuring guest satisfaction.
• Verify the incidents detected in the service audits, in order to make the necessary modifications or corrections.
• Investigate Guest opinions through tours of the facilities and analyzing the comments recorded on social networks related to the service provided by the department, performing corrective actions derived from such monitoring.
• Assist Guests in any external management of the hotel (hospital visits in case of accident or illness or in any case necessary). Personnel & Training
• Participate in the selection and evaluation of Guest Service staff.
• Inform, monitor and train Guest Service employees on the company's policies, processes and procedures.
• Lead, listen, and converse with team members to engage them in achieving KPIs.
• Quarterly review the BDR Center platform to update with the necessary trainings.
• Ensure compliance with schedules, disciplinary rules, and assigned tasks.
• Manage their team in coordination with the Personnel Administration area.
• Review the department's monthly budgets, in order to meet cost and extra income goals.
• Propose initiatives to increase the NPI (Extra Sales Revenue) of both existing products or services, as well as new products.
• Comply with the procedures established by the Finance department.
• Verify the incidents detected in the service audits, in order to make the necessary modifications or corrections.
• Determine the equipment or materials to be purchased based on operational or usage needs, this information will be sent to Room Division Manager so that it can be authorized and managed with the Purchasing Department.
• Determine and implement strategies to increase the sale of NPI, especially service upgrades, room category upgrades and ORS.
• Be updated on changes that may affect the department's operations.
•  Report on the incidents detected on the platforms, as well as the areas of opportunity to speed up services, reduce incidents or increase guest satisfaction.

Experience and Qualifications Required:

• Minimum 2 years of experience as an assistant of GS/ DC/ SC or similar area in an international company.
• Experience in customer service at luxury hotels.
• Bachelor's degree in Tourism or similar.
• Fluent English and Spanish for Spanish Caribbean
• Additional languages will be taken into consideration.