Assistant Hotel Manager

Department: Front Office

Job Summary:
The Assistant Hotel Manager is responsible for representing the Hotel Manager to guests, ensuring exceptional hospitality and seamless service throughout the guest experience. This role involves resolving guest concerns promptly and professionally, coordinating pre-arrival preparations, and acting as an ambassador for VIP guests. Additionally, the Assistant Hotel Manager leads special projects and initiatives assigned by senior management. A flexible schedule is required, including weekends and holidays.


Responsibilities:
- Act as a liaison between guests and Hotel Manager, ensuring all guest concerns, complaints, and service issues are addressed promptly and effectively.
- Coordinate and oversee all pre-arrival preparations to meet and exceed guest preferences, requests, and expectations.
- Manage VIP and resident guest reservations and services, providing personalized assistance and enhancing guest satisfaction.
- Lead the resolution of guest issues, determining suitable compensation and service recovery solutions where necessary.
- Monitor and optimize room inventory, assigning upgrades strategically to maximize revenue and guest retention.
- Maintain comprehensive documentation on VIP and resident guests for future reference and service improvement.
- Collaborate with various departments to ensure a seamless guest experience and implement special projects as directed by senior management.

Qualifications:
- Bachelor's degree required, master's degree preferred.
- Strong written and verbal communication skills.
- Excellent organizational abilities and attention to detail.
- Proven leadership skills and a proactive, solutions-oriented approach.
- Previous experience in customer service, hospitality management, leadership, and/or hotel operations is preferred.