Assistant Guest Services Manager

Job Description

The Assistant Guest Services Manager serves as a dynamic, visible leader on the front lines of hotel operations, driving first and last impressions while ensuring seamless execution across the porte-cochère, valet team, bell desk, and guest reception. This role bridges high-touch curbside hospitality with expert departmental coordination, mentoring colleagues to deliver personalized, proactive service aligned with Fairmont luxury standards.

ESSENTIAL JOB FUNCTIONS

1. Maintain an active, visible leadership presence on the front drive and lobby floor during peak arrival and departure banks, actively directing flow and handling high-volume surges.
2. Oversee daily execution of door, bell, and luggage services, ensuring baggage delivery, storage, and retrieval meet Fairmont luxury response times.
3. Partner closely with third-party valet operations and parking leadership to manage traffic flow, eliminate curbside bottlenecks, enforce safety protocols, and ensure vehicle retrieval promptness.
4. Direct the staging and greeting protocols for VIP arrivals, motorcoach tours, large corporate group movements, and high-profile convention check-ins.
5. Champion Fairmont brand standards, Leading Quality Assurance (LQA) service expectations across all touchpoints.
6. Identify, prepare for, greet, and escort VIPs, personalizing their arrival and departure experiences.
7. Take immediate ownership of guest escalations, executing empowered service recovery, issuing adjustments or credits where warranted, and documenting root causes for divisional review.
8. Analyze guest feedback through hotel systems and service recovery tracking to identify operational bottlenecks and implement corrective coaching.
9. Lead daily shift briefings and line-ups, communicating daily VIP movements, group arrivals, city events, and luxury standard focuses.
10. Train, cross-train, and coach Bell Captains, Bellpersons, Door Attendants, and Concierges.
11. Foster an inclusive, high-engagement Heartist culture, recognizing outstanding performance and handling performance management, progressive discipline, and attendance tracking in accordance with hotel policy.
12. Build efficient, labor-optimized departmental schedules based on occupancy, group resumes, and arrival/departure forecasts.
13. Manage inventory, key control, luggage tag tracking, and uniform standards across all guest services areas.
14. Ensure strict adherence to PCI compliance, guest data confidentiality, and key security policies.
15. Assist the Director of Front Office and Director of Rooms with special operational projects, standard operating procedure updates, and departmental audits.
16. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
17. Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
18. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
19. Maintain positive guest relations at all times.
20. Resolve guest complaints, ensuring guest satisfaction.
21. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
22. Maintain complete knowledge of:

1. all hotel features/services, hours of operation.
2. all hotel restaurant food concepts, menu price range, dress code and ambiance.
3. all hotel room types, numbers/names, layout, appointments, amenities and locations.
4. all hotel room rates, special packages and promotions.
5. daily house count and expected arrivals/departures (particularly VIPs).
6. scheduled daily group activities, names and location of meeting/banquet rooms.
7. local events, attractions, holiday schedules.

1. Obtain department keys and/or radio; ensure security of such.
2. Access all functions of computer system in accordance with departmental specifications.
3. Set up workstation with necessary supplies; maintain cleanliness throughout shift.
4. Legibly complete requisition for additional supplies/materials and submit to Department Head.
5. Maintain updated resource materials on all vendors and information to accommodate guest requests.
6. Review designated in-house guest list and be familiar with guests' names and room locations.
7. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
8. Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.
9. Coordinate guest requests with designated vendors which may include:

1. Room accommodations
2. Airline reservations, changes, cancellations
3. Transportation from hotel to airport and return
4. Bus/train transportation
5. Limousine reservations
6. Car rentals
7. Car repair and servicing
8. Charter flights/rentals
9. Babysitting services
10. Banking/financial services
11. Business center services/fax or telex services/mailing and delivery services
12. Interpretation services
13. Notary services
14. Restaurant reservations, nightclub activities
15. Dry cleaning, laundry, alterations, repairs

1. Film processing
2. Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
3. Formal wear rentals
4. Flowers
5. Salon appointments
6. Shoe shines
7. Shopping services
8. Movie/theater/attraction tickets
9. Sightseeing tours
10. Medical services
11. Religious services

1. Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
2. Call guest upon completion of each arrangement coordinated for guest to confirm.
3. Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
4. Assist guests in locating and retrieving lost luggage.
5. Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
6. Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
7. Provide feedback to staff on their performance; handle disciplinary problems and counsel colleagues according to hotel standards.
8. Take, record and relay messages accurately, completely and legibly.
9. Ensure that staff reports to work as scheduled.  Document any late or absent colleagues.
10. Coordinate breaks for staff.
11. Assign work duties to staff.
12. Inspect grooming and attire of staff; rectify any deficiencies.
13. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
14. Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
15. Assist staff with their job functions to ensure optimum service to guests.
16. Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
17. Assist guests with reports of lost/stolen articles, following hotel policy.
18. Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
19. Ensure security of guest room access.
20. Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
21. Complete all paperwork and closing duties.
22. Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
23. Complete all paperwork and closing duties.

Qualifications

Essential:

• Minimum 2–3 years of progressive leadership experience within Front Office, Guest Services, Concierge, or Bell Operations in an upscale, luxury, or high-volume full-service hotel.
• Hands-on operational proficiency with Opera PMS, ALICE, and Microsoft Office systems.
• Exceptional verbal and written communication skills with the ability to maintain composure under high-pressure scenarios.
• Proven track record of team building, conflict de-escalation, and driving colleague engagement.
• Broad familiarity with the Dallas Arts District, Downtown Dallas venues, dining, and transportation networks.
• Associate or Bachelor’s degree in Hospitality Management, Business Administration, or a related field (equivalent practical hotel experience accepted).

PHYSICAL ABILITIES

Essential:

• Ability to stand and walk continuously throughout a 10-hour shift.
• Frequent lifting, carrying, and handling of guest luggage weighing up to 50lbs, with occasional pushing/pulling of loaded luggage carts up to 200lbs.
• Flexibility to work varied schedules including early mornings, evenings, late nights, weekends, and holidays according to business volume.

Additional Information

What’s in it for You?

• Generous Paid Time Off: Enjoy a healthy work-life balance with our paid time off policy.

• Comprehensive Health Coverage: Access Medical, Dental, and Vision Insurance to keep you and your family healthy.

• 401K Plan: Secure your future with our competitive 401K retirement savings plan.

• Complimentary Shift Meal: Savor delicious meals on us during your shifts!

• Exclusive Employee Benefit Card: Unlock discounted room rates at Accor hotels worldwide, making travel more affordable.

• Professional Development: Enhance your skills with learning programs through our Academy, tailored for your growth.

• Make a Positive Impact: Get involved in our Corporate Social Responsibility initiatives, like Planet 21, and contribute to meaningful change.

• Career Advancement Opportunities: Take your career to new heights with opportunities for national and international promotions.