Assistant Guest Services Manager
Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
Ensure strategic manpower deployment to support daily operations, peak periods, and high-profile events while maintaining productivity and service excellence.
Oversee and coordinate group arrivals, departures, and guest movements, ensuring smooth driveway operations and traffic flow during peak periods and hotel events.
Collaborate closely with Convention Services and Event Organizers to ensure accurate handling of group luggage, deliveries, and flawless coordination.
Prepare and review rosters to balance operational efficiency, colleague wellbeing, and cost control.
Personally oversee the arrival, rooming, and departure of VIP and key guests, ensuring all preferences and special arrangements are executed to perfection.
Personal involvement in the arrival, rooming, and departure of key/VIP guests
Presence at lobby and driveway at critical guest flow time
Respond decisively to emergency situations, ensuring guest and colleague safety at all times.
Strong understanding and experiences of Bell Services, Concierge, and Valet operations.
Lead, coach, and inspire the Guest Services team through structured training, performance monitoring, and continuous development.
- Minimum 2 years experience in supervisory position in the service industry
- Knowledge of Opera Cloud system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
- Knowledge of operations of Bell, Concierge & Valet operations
- English with knowledge of second language preferred
- Teritary education in any discipline and hotel related experience
- Knowledge of processes and procedures of delivery systems. Currently SSM/RSM
- Communication skills for all levels of colleagues/guests, confident, clear English
- Interpersonal skills to deal with guests and colleague issues
- Posses leadership qualities
- Leads to constantly improve the guest service experience
- Willingness to embrace changes and new technology
- A team player, guest focused and service oriented attitude