VIAD

GUEST SERVICES ASSISTANT MANAGER

3 weeks ago
Job ID
2017-9296
# Positions
1
Montana

Overview

Assists the Guest Services Manager in coordinating Front Office activities and managing staff to ensure a positive guest experience. Provides information to guests and staff in a courteous, enthusiastic, and efficient manner. Gives personal best in service. Assist with other responsibilities as required.

Responsibilities

  1. Arrives to work on time and in proper uniform. Models the way to set example for all staff.
  2. Assists the Guest Services Manager in scheduling to ensure proper coverage of necessary functions.
  3. Assists with training & supporting Guest Services Agents in the absence of the GS Manager.
  4. Knows all related job functions, inclusive of shuttle information and concierge services.
  5. Keeps open lines of communication with all departments to ensure coordination of hotel activities, groups, forecasts, etc.
  6. Works closely with Central Reservations (CRES), Housekeeping, and Shuttle services to avoid reservation and guest service errors.
  7. Answers inquiries pertaining to hotel policies, services, and reservations for rooms, shuttle/transportation needs and other outside activities. Ensures guests’ requests are handled in a friendly and efficient manner. 
  8. Assists in handling all phases of guest/tour arrivals to provide a smooth and orderly flow. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.
  9. Responsible for printing and distributing all property reports to each department head to ensure a smoothly run operation.
  10. May transfer funds and be responsible for a cash bank, and the daily balancing of all funds received through the Front Office.
  11. Assists with ensuring the lobby, public restrooms and all other public areas are clean.
  12. Is an active member of the Emergency Action & Safety Team.
  13. Must be knowledgeable of Glacier National Park and all its facilities and activities so that information passed to guests is informative and accurate.
  14. Enforces and follows all Company policies and regulations.
  15. Assists in other departments or with other job duties 

Qualifications

  • Hotel/Hospitality/Tourism Management degree or 1-2 years’ related management experience required.
  • Previous hotel front desk experience preferred.
  • Excellent communication & interpersonal skills required.
  • Must possess efficient organizational skills and the ability to effectively multi-task.
  • Must be pleasant, helpful, friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
  • Must be able to handle guest concerns in a tactful and caring manner and present positive win-win choices.
  • Must be team-oriented, positive and a good leader who models the way by example.
  • Some knowledge of general accounting and bookkeeping required.
  • Knowledge of common office machines, i.e., computers, calculators, cash registers, etc. required.
  • Must possess neat and pleasant grooming habits and arrive to work on itme and in proper uniform.

Work Environment

  • Front Desk/Lobby area of a hotel in a National Park setting.
  • Job requires constant standing and walking.
  • Job may require working long hours, including; evenings, weekends, split shifts, and holidays.
  • Job may require assisting with luggage, bag pulls, and occasional trips up and down stairs, while lifting in excess of 25lbs. Lifting or carrying up to 50lbs. may be necessary.
  • Elevators are not present at most locations.
  • Non-smoking environment. 

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