Assistant Guest Services Manager
Property Name:
Wyndham Irvine Orange County Airport
Job Title 
Assistant Guest Services Manager
Location: 
California-Orange County/Anaheim
Company Name: 
Wyndham Hotel Group
City: 
Irvine
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position: 
Yes
Accommodation: 
No
Wyndham Hotel Group is the world's largest and most diverse hotel company with approximately 7,410 hotels worldwide. With iconic brands and hotel choices in every category from upscale to economy, we offer not only the most lodging choices around the world but also exceptional customer service and great value.
The Assistant Guest Services Manager’s primary function is to assist the Director of Rooms with the daily operations of the front office.  He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Director or Rooms.
General Requirements ·          Maintain a warm and friendly demeanor at all times.
·          Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
·          Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
·          Must be able to multitask and prioritize departmental functions to meet deadlines.
·          Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
·          Attend all hotel required meetings and trainings.
·          Participate in M.O.D. coverage as required.
·          Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel.
·          Maintain high standards of personal appearance and grooming, which include wearing nametags.
·          Comply with Wyndham Hotel Group Standards and regulations to encourage safe and efficient hotel operations.
·          Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
·          Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
·          Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
·          Must be able to maintain confidentiality of information.
·          Perform other duties as requested by management.

 
Fundamental Requirements:
·       Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.


·       Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
·       Assist with development of employee morale and ensure training of Guest Services personnel.
·       Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
·       Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
·       Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use.
·       Greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s.
·       Ensure implementation of all Wyndham policies and house rules.  Understand hospitality terms.
·       Assist Guest Service Agents with check-ins and checkouts; confirm that all SOP’s are being followed properly.
·       Assist and supervise Guest Service Agents with daily duties.
·       Train new employees, help to develop and implement training programs.
·       Maintain log of rooms in “out of order” status.
·       Authorize and sign adjustments and paid outs over the limit.
·       Oversee discrepancy report and monitor follow-through.
·       Post updated information on 72-hour sheet and review with Guest Service Agents.
·       Work closely with housekeeping regarding daily room status.
·       Oversee Bell staff in the absence of a Supervisor.
·       Confirm that Guest Service Agents, Operators and Bellstaff complete all duties.
·       Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
·       Ensure correct and accurate cash handling at the Front Desk.
·       Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
·       Be aware of all rates, packages and promotions currently underway.
·       Follow and enforce all Wyndham hotel credit policies.
·       Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
·       Ensure participation within department for monthly Wyndham Enrichment Committee.
·       Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
·       Assist with sign off of all Service Standards by Position for Guest Services staff.
·       Monitor all V.I.P.'s, special guests and requests.
·       Review Front Office log book and Guest Request log on a daily basis.
·       Oversee Supervisors complaint and request log.
·       Log all absenteeism and employee lateness.
·       Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
·       Block rooms for special groups.
Participate in Room Inspection programs 
Education & Experience: 
·          A 4-year college degree and at least 1 year of related experience required.
·          Supervisory experience required.
·          Must be proficient in Windows, Company approved spreadsheets and word processing.
·          Must have a valid driver’s license from the applicable state.


 
Physical requirements:
·       Long hours sometimes required.
·       Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
·       Ability to stand during entire shift.

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