Hotel Job Level: 4 – Assistant Manager

Directly Reports to: Director of Guest Experience

Assigned Department: Guest Experience

Key Responsibilities

Job Summary 

In accordance with the policies, procedure and standards of The Lind Hotels, under the supervision of the Director of Guest Experience, the Assistant Guest Experience Manager is responsible to the well-being of all guests and staff during their time at the hotel, maintain a high level of host presence throughout and ensure the overall smooth running of the hotel at all times when on duty.

Essential Duties and Responsibilities

• To deal with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues with the Assistant Head of Guest Experience and colleagues in a constructive and clear manner.
• Adheres to his/ her limit of authority as outlined by management.
• Understands the hotel policies and procedures, and regulations per The Lind standards.
• To ensure guest queries are dealt with in a helpful and professional manner and inform Department Head concerned in case of issues that cannot be easily resolved.
• Responsible for ensuring consistency in exceeding guest service expectations.
• Adheres to and promotes the company’s health and safety and emergency procedures and emergency action plan. 
• Responsible for the entire hotel during the night shift in terms of monitoring the operations, ensuring the safety and security of the hotel, colleagues, and guests.
• Logs all guest comments on the Manager’s Log and prepares a summary of all comments from the previous 24hrs which can be used at the Morning Meeting and Operations Meeting.
• Moves around the hotel to interact with as many as guests as possible.
• Oversees all contracted staff working overnight in the hotel, recording any issues that may arise for handover to the relevant department head in the morning
• Oversees the employee dining room and ensure that all staff receive appropriate meal break during their shift.
• Monitors and inspects the overnight cleaning team, ensuring the highest level of cleanliness and work efficiencies at all times.
• Deals with guest requests politely and efficiently, delegating work where necessary to other staff and then following up to ensure that the guest has been satisfied.
• To liaise well with all departments, ensuring that communication of the day’s activity is clear and understood. 
• Seeks feedback on guest satisfaction and resolves problems in accordance with the brand standards.
• To introduce himself/ herself to all guests and hosts of events and parties upon arrival.
• To ensure that the accommodation for arriving VIPs and those staying is prepared to the agreed standard
• To room all VIP and important guests personally assuring a very positive first impression.
• To liaise with guests, ensuring a strong host presence at all times, passing relevant information onto the staff, especially specific requirements or arrangements.
• To ensure that guests’ wishes are met, if not exceeded, so far as is reasonably possible.
• Fully conversant in all the services offered by the hotel, operating hours of the outlets, and profile of the outlets.
• Conversant in activities and offerings of the island.
• Engages with guests professionally and builds loyalty to the brand.
• Organizes guest billing and ensures accuracy to minimize disputes, rebates, loss of revenue, and guest complaints.
• Communicates fluently and professionally in the English language both written and verbally.
• Credit Check/ Hi- balance check
• Rate Variance/Rate Check
• Profile Audit
• Runs the Night Audit/ End of Day
• Runs the audit reports in PMS that is required by Income Audit the next day, responsible for the nightly end of day reporting, ensuring accuracy in balancing accounts. 
• Performs all necessary reconciliation and audit functions for the reception in order to complete the day’s business.
• Ensures that all financial reporting is maintained and accurate inclusive of reviewing financial reports to ensure accuracy. 
•  Ensures that all F&B outlets have handed over the relevant paper work to allow days business to be completed.
• Provides guidance and motivation to the night team. 
• Direct staff in maintaining clean and tidy work area at the front and back areas of the Front Office.
• Complete preparation of work and admin work which his/ her superior has passed on. 
• Monitors and deals with all pre-registered booking and all No Show guests.
• Sending DM’s log reports to the management team.
• Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

Required Qualifications

Required Skills

• Ability to supervise, train, and motivate a variety of people
• Possess excellent communication skills, both written and verbal
• Must possess excellent decision-making skills 
• Dynamic personality and strong leadership skills
• In-depth knowledge of our specific industry is a plus
• Service industry experience
• Excellent customer service skills

Qualifications

• Professional grooming
• Hospitality/Tourism or other Business Management related course.
• Physical mobility and stamina are required, ability to follow instruction and detailed oriented.
• Experience using HMS or OPERA PMS (advantage)
• Constant standing and walking throughout shift
• Must be able to work overnight, weekends and holidays
• In good health to limit absences due to illness

Experience

• Experience in a 5-star or luxury hotel.
• 1 to 3 year  of  related experience, or equivalent combination of education and experience

Key Internal Relationships

• Hotel Employees
• Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.