Assistant Guest Services Manager

The Assistant Guest Services Manager - Manager on Duty (MOD) is responsible for managing and overseeing the entire Village operations during their shift, acting as the key decision-maker across departments and ensuring the seamless experience for guests. This role includes exercising significant autonomy in resolving issues, addressing guest concerns, and coordinating safety, security, and service actions across all departments. The Assistant Guest Services Manager-MOD serves as the primary point of contact for all Village staff and departments during their shift, with discretion to make immediate decisions to maintain safety, resolve guest inquiries, and ensure a high level of service.

KEY ACCOUNTABILITIES

Guest Service

• Serve as the primary liaison for guests, ensuring timely responses to inquiries and complaints, and managing situations that may require immediate attention or adjustment.
• Provide timely and personalized assistance for any special needs such as medical supplies, transportation, or emergency situations.
• Utilize discretion in resolving guest issues, coordinating with departments as needed for resolution.
• Make independent decisions to ensure the highest level of guest experience, maintaining service excellence across the Village.

Incident Management

• Act as the point of contact for all safety, security, and emergency-related incidents involving guests, staff, and volunteers, ensuring swift and appropriate action is taken.
• Oversee the documentation and processing of incidents, ensuring compliance with safety protocols and timely follow-up.
• Make real-time decisions to address issues and provide immediate solutions or escalate as needed, demonstrating strong judgment and leadership.

Village Support and Coordination

• Assist the daily operations of the Guest Services team, ensuring tasks are assigned and executed efficiently, even under high pressure.
• Provide guidance and support for staff and volunteers, offering mentorship and direction where needed.
• Monitor the overall operation of the Village and ensure smooth coordination between departments to address any issues that may arise during the shift.
• Utilize independent judgment to address operational concerns or discrepancies promptly and efficiently.

Administrative and Operational Duties

• Oversee the distribution of tickets, petty cash, and any other necessary resources, ensuring accurate tracking and compliance.
• Assist with the scheduling and training of volunteers in coordination with the Volunteer Services Department, ensuring adequate coverage for Guest Services.
• Manage inventory audits, assist with the maintenance of Room Map, and ensure updates are made to Raven system as required.

All other duties as assigned.

PHYSICAL DEMANDS BEYOND NORMAL OFFICE ENVIRONMENT

• Ability to lift/move objects up to 50 lbs.
• Ability to stand for extended periods of time.
• Work a flexible shift to meet department needs, this includes availability for nights, weekends, and holidays, as the role requires 24/7 operational coverage.
• Work in all weather conditions.