Assistant Service Express Manager

Assistant Service Express Manager

The Assistant Service Express Manager has a range of responsibilities aimed at ensuring a seamless and exceptional experience for guests at every point of interaction. The role requires a multi-skilled approach, enabling the management of diverse tasks across multiple departments. It is responsible for overseeing the operations of the Front Desk and Guest Services, coordinating daily activities including efficient and smooth guest check-ins/check-outs, concierge services, managing guest interactions, and supervising and leading the Guest Experience Experts/Operations Experts to ensure high standards of service. This role also oversees Room Service activities as it directs, trains and assists employees to follow standards in the delivery of food and beverage to guestrooms and suites. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget. Strengthens the food and beverage/culinary team by assisting in other outlets when needed.

This role involves leading by example, maintaining a positive and welcoming environment, handling guest inquiries and concerns, and ensuring adherence to company policies and procedures. The Assistant Service Express Manager is required to provide operational support to both the Front Desk and Room Service team as needed. Additionally, they oversee the rotation and management of Guest Experience Experts and F&B Experience Experts to ensure adequate coverage in Front Office & F&B- In-room Dining operations requiring heightened attention and adjustments. They also ensure that Guest Experience Experts and F&B Experience Experts consistently implement and uphold standardized policies and procedures to maintain consistent performance.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 2 years of related work experience.

Supervisory Experience: At least 2 years of supervisory experience.

License or Certification: None