Assistant Guest Service Manager

At The Bellevue Hotel in Philadelphia, the Assistant Guest Service Manager plays a key role in supporting the Front Office as a guest-facing, service-forward operation. This onsite position focuses on attentive, friendly, efficient, and courteous service before and throughout the guest stay, while also helping maximize room revenue and occupancy.

Key responsibilities

• Work closely with Sales and Reservations to fulfill special requests for groups, VIPs, and similar arrivals.
• Assist daily with guest reception and support smooth front desk operations.
• Respond daily to social media feedback, follow up with guests, and communicate internally as needed.
• Communicate effectively and genuinely with guests, team members, and other departments.
• Assist and often lead guest service training initiatives within the Front Office department.
• Maintain a friendly, caring demeanor in a fast-paced environment and present a professional image aligned with hotel and company appearance and dress guidelines.
• Demonstrate teamwork by cooperating and assisting colleagues as needed.
• Handle core Front Desk Assistant duties, including registering guests promptly and courteously, using up-selling techniques to maximize room rates, and preparing for group check-ins and check-outs and VIP arrivals.
• Maintain and update guest profiles.
• Review daily and future reservations to accommodate special requests, prepare amenity cards, and coordinate with IRD and PH to communicate all F&B requests.
• Support Front Desk training for new hires and be involved in interviewing, hiring, and training guest services agents.
• Become informed of hotel events and functions during shifts.
• Maintain a house bank and keep accurate reports of daily receipts and deposits.
• Work with and understand basic financial data, and find guest-centric solutions.
• Promote hotel services and facilities, provide guest information such as local attractions and directions, and use the James Report to support guest satisfaction.
• Take or assist with reservations and assist at PBX.
• Resolve guest complaints to the customer’s satisfaction using a guest-centric, friendly, caring approach, and communicate issues to Management when problems arise.
• Anticipate guest needs, respond quickly to requests, and follow up consistently to ensure service standards are met and exceeded.
• Maintain relationships with repeat guests and their special requests.
• Supervise a shift when needed and work closely with Sales and VIP clients.
• Review the communication log book each shift, update it for next shifts, and communicate policies and procedures to other team members.
• Support emergency procedures as required.
• Attend mandatory meetings and training classes and know key hotel contacts (names, titles, and positions).
• Maintain knowledge of the surrounding area including pharmacies, theaters, public transportation, retail, and restaurants.
• Complete all assigned checklists.

Requirements

• 4-year college degree and at least 1 year of related experience required.
• Supervisory experience required.
• Labor experience and OPERA experience are preferred.
• Proficiency in Windows and company-approved spreadsheets and word processing.
• Long hours may be required, including two overnight shifts with this position.
• Light work requirements: exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or move objects.
• Ability to stand for the entire shift.
• Maintain a warm and friendly demeanor at all times.
• Effective verbal and written communication with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask, prioritize departmental functions, and meet deadlines.
• Regular attendance in compliance with Highgate Hotel Standards, varying with scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to support safe and efficient operations.
• Maximize productivity, identify problem areas, assist with solutions, and effectively handle problems by anticipating, preventing, identifying, and solving as necessary.
• Ability to understand and evaluate complex information and data from various sources to meet appropriate objectives.

Technologies

• Windows
• OPERA