Assistant Guest Services Manager

Assistant Guest Services Manager

Department: Guest Services / Front Office
Position: Assistant Guest Services Manager
Reports To: Guest Services Manager
Location: Best Western Plus Chocolate Lake Hotel

Position Overview

We are seeking a motivated, professional, and guest-focused Assistant Guest Services Manager to support the Guest Services Manager in overseeing the daily operations of the Front Desk and Guest Services department.

The Assistant Guest Services Manager will play an important role in leading the Guest Services team, maintaining exceptional guest service standards, supporting employee development, resolving guest concerns, and ensuring that hotel policies and procedures are followed consistently.

This position is an excellent opportunity for an experienced Guest Services Supervisor who is ready to take the next step in their hospitality leadership career.

Education & Experience

• High school diploma or GED with relevant experience in Guest Services, Front Desk, or hospitality; or

• A 2-year diploma/degree in Hospitality, Hotel and Restaurant Management, Business Administration, or a related field.

• Previous Front Desk or Guest Services supervisory experience is preferred.

Key Responsibilities

Team Leadership

• Assist the Guest Services Manager with the daily supervision of the Front Desk team.

• Lead by example and demonstrate professionalism, integrity, accountability, and excellent hospitality.

• Provide guidance, coaching, and support to Guest Services employees.

• Help create a positive, respectful, and collaborative work environment.

• Support employee training and onboarding.

• Assist with maintaining appropriate staffing and operational coverage.

Guest Service

• Ensure guests receive friendly, professional, and consistent service.

• Handle guest complaints and concerns promptly and professionally.

• Assist in resolving difficult guest situations and escalate matters to the Guest Services Manager or General Manager when appropriate.

• Follow up on guest concerns to ensure satisfactory resolution.

• Promote a positive guest experience and support guest retention.

• Ensure team members understand and follow the hotel's guest service standards.

Front Desk Operations

• Assist with the day-to-day operation of the Front Desk.

• Support check-in and check-out procedures.

• Assist with reservations, room assignments, guest accounts, payments, and billing.

• Monitor Front Desk operations during busy periods.

• Ensure proper communication between shifts.

• Assist with OTA, corporate, group, and Best Western Rewards-related matters.

• Maintain knowledge of Opera Cloud and other hotel systems.

• Perform Front Desk duties when operationally required.

Employee Development & Performance

• Provide coaching and feedback to employees.

• Assist with employee training and development.

• Monitor employee performance and communicate concerns to the Guest Services Manager.

• Assist with performance evaluations and employee development plans.

• Support the implementation of hotel policies and procedures.

• Assist with progressive discipline when required and directed by management.

Communication & Administration

• Maintain effective communication with the Guest Services Manager and other department leaders.

• Work closely with Housekeeping, Maintenance, Food & Beverage, Sales, and other departments.

• Ensure important guest and operational information is communicated in a timely manner.

• Assist with scheduling, payroll, reports, and other administrative duties as required.

• Maintain accurate shift communication and follow-up.

Guest Service & Leadership Expectations

The Assistant Guest Services Manager is expected to:

• Be visible and approachable to both guests and employees.

• Maintain professionalism during challenging situations.

• Make sound decisions while following hotel policies.

• Take ownership of problems and follow them through to resolution.

• Maintain confidentiality regarding guest and employee matters.

• Demonstrate flexibility and willingness to assist wherever operationally required.

Emergency Responsibilities

The Assistant Guest Services Manager must understand and be able to respond appropriately to hotel emergency situations, including:

• Fire emergencies
• Medical emergencies
• Elevator emergencies
• Security incidents
• Theft
• Threatening or violent situations
• Bomb threats
• Accidents and injuries
• Other emergency situations

The successful candidate must remain calm under pressure, follow established procedures, and prioritize the safety of guests and employees.

Ideal Candidate

We are looking for someone who is:

Reliable • Professional • Guest-Focused • Accountable • Organized • Approachable • A Strong Communicator • A Team Leader

If you are ready to take the next step in your hospitality career and demonstrate your ability to lead and support a high-performing Guest Services team, we encourage you to apply.