Guest Relations Assistant Manager

Job Type
Full-time
Description
Location: Westlake Village Inn Hotel, Westlake Village, CA
Position Type: Full-time
About Us:
Westlake Village Inn Hotel is a luxurious retreat nestled in the heart of Westlake Village, offering a unique blend of upscale accommodation, fine dining, and picturesque surroundings. We are committed to providing an exceptional guest experience and are seeking a dynamic and customer-focused individual to join our team as a Guest Relations Assistant Supervisor.
Job Summary:
As a Guest Relations Assistant Manager, you will play a crucial role in ensuring our guests' overall satisfaction by providing exceptional service and overseeing the daily operations of the Guest Relations team. You will assist the Guest Relations Manager in maintaining high service standards, resolving guest issues, and creating a welcoming and positive atmosphere.
Key Responsibilities:
1. Guest Interaction:

• Greet and assist guests in a friendly and professional manner.

• Address guest inquiries, concerns, and requests promptly and effectively.

• Foster positive relationships with guests to enhance their overall experience.

2. Conflict Resolution:

• Assist hotel staff in handling unusual guest or employee problems, such as, but not limited to, disorderly conduct, thefts, suicides, bomb threats, employee or guest accidents, fire and safety hazards, robberies, terrorist activities, civil disturbance, power or elevator failures, medical assistance and natural disasters.

• Document all incidents occurring in the hotel in connection with a crime, subversions, potential liabilities, and insurance requirements, and in documenting such activities remain objective and write a comprehensive report.

• Investigate crimes committed against the hotel, guests, and employees.

3. Team Supervision:

• Assist in recruiting, training, and developing Guest Relations staff.

• Provide guidance and support to team members, ensuring they deliver exceptional service.

• Monitor daily operations and address any issues to maintain smooth functioning.

4. Quality Assurance:

• Ensure adherence to established service standards and protocols.

• Conduct regular inspections to maintain the cleanliness and orderliness of guest areas.

• Collaborate with other departments to address and resolve guest-related issues.

5. Communication:

• Maintain clear and open communication with the Guest Relations Manager and other department heads.

• Report guest feedback, service issues, and team performance regularly.

6. Problem Resolution:

• Handle escalated guest issues with professionalism and discretion.

• Work collaboratively with the Guest Relations Manager to find solutions and prevent recurrence.

Requirements
Qualifications:

• Previous experience in a Guest Relations, security, or customer service role within the hospitality industry.

• Excellent interpersonal and communication skills.

• Strong leadership and supervisory skills.

• Ability to remain calm under pressure and handle challenging situations.

• Knowledge of hotel operations and services.

Education and Experience:

• High school diploma or equivalent (Bachelor's degree in Hospitality Management or a related field preferred).

• Minimum of 2 years of experience in a Guest Relations or customer service role.

• Previous supervisory or team leadership experience is desirable.

• Security background

Westlake Village Inn Hotel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.