Assistant Guest Services Manager

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region.

A wondrous and striking landmark in Downtown District, designed by the award- winning architects Aedas and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

Job Description

The Assistant Guest Services Manager supports the Guest Services Manager in overseeing the front desk and guest services operations. They ensure that guests receive exceptional service, address any concerns or issues that arise, and contribute to the smooth operation of the hotel. This role involves managing a team of front desk staff, coordinating guest services, and handling administrative tasks to maintain high standards of guest satisfaction.

Key Responsibilities:

1. Guest Services Management:

   • Assist in supervising and training front desk and guest services staff.
   • Handle guest inquiries, requests, and complaints with professionalism and efficiency.
   • Ensure all guest concerns are addressed promptly and effectively.
   • Monitor and manage the guest check-in and check-out processes to ensure smooth operations.

2. Team Coordination:

   • Support the Guest Services Manager in scheduling and delegating tasks to staff.
   • Conduct regular meetings with the guest services team to discuss performance, address issues, and share updates.
   • Provide feedback and coaching to team members to enhance their performance and service quality.

3. Administrative Duties:

   • Maintain accurate records of guest interactions, transactions, and feedback.
   • Assist in preparing reports on guest satisfaction, departmental performance, and other relevant metrics.
   • Ensure compliance with hotel policies, procedures, and safety standards.

4. Guest Experience Enhancement:

   • Develop and implement strategies to enhance the overall guest experience.
   • Collect and analyze guest feedback to identify areas for improvement.
   • Coordinate with other departments (housekeeping, maintenance, food and beverage) to address guest needs and preferences.

5. Problem Resolution:

   • Handle and resolve escalated guest issues or complaints in a timely and professional manner.
   • Implement solutions to prevent recurrence of similar issues.

6. Operational Support:

   • Assist in managing the hotel’s booking system and ensuring accurate room assignments.
   • Oversee the handling of cash and credit transactions, ensuring accuracy and security.
   • Support the Guest Services Manager in inventory management and ordering of supplies as needed.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Previous experience in a guest services or front desk role, with a minimum of 2-3 years in a supervisory position.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and staff.
• Excellent problem-solving abilities and a proactive approach to guest service.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Leadership and team management.
• Exceptional customer service and conflict resolution skills.
• Organizational and multitasking abilities.
• Attention to detail and accuracy.
• Ability to remain calm under pressure.