Assistant Guest Services Manager
Black Point Inn is seeking an Assistant Guest Services Manager for the 2025 Season!
The Assistant Guest Services Manager functions as the manager on duty at the desk twice a week, working directly with the Guest Service Associate team to provide exceptional service. They will report to the Guest Service Manager and help to train, develop guest resources and carry through protocols and procedures. This role would fit a candidate who is looking for introductory management role in the hospitality Industry.
Location: Black Point Inn, Scarborough, ME
Hours: Full-time, 40 hours/week, (shifts are 7am to 3 pm, 2pm to 10pm and managing shifts are 9-5pm)
Compensation: $20-$22 per hour, depending on experience
Seasonal Position: May through mid November
Start date: Mid-April or Early May
Benefits: Discounted stays and food & beverage at affiliated properties
Experience: Previous hospitality, supervisory, or customer service experience preferred
The
Guest Service Assistant Manager is responsible for representing the
management team at the front desk. Guest Service Associates demonstrate
exceptional hospitality in an attentive, friendly, and efficient manner
going above-and-beyond to ensure that guest experiences will be worth
remembering. You must be a team-player and excited to learn and take on
new challenges as they come.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:
Maintain a neat and professional appearance in accordance with property standards.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests' name when possible.
Register and orient arriving guests according to property standards.
Be knowledgeable about the property, its programs, amenities and experiences.
Have a working knowledge of properties phone and other communication systems. Answer telephone calls with a pleasant demeanor according to property etiquette, listening carefully to caller's requests, and clearly taking, dating, distributing or filing notes as needed.
Be knowledgeable of your role in the properties reservations process.
Serve as concierge, sharing knowledge of the area surrounding your property suggesting activities and recreation, dining options, and assisting with ground transportation and local driving directions.
Continually build rapport with property guests. Engage guests in conversation at the desk and when you encounter them around the property. Actively listen to and respond positively to guest questions, concerns, and requests. Anticipate guest service needs. Proactively approach guests needing service or assistance.
Manage and resolve all guest complaints (and compliments) in a professional and courteous manner, maintaining composure under pressure, allowing guests to speak first and then providing solutions to their issues or concerns. Follow through to ensure guest satisfaction with the resolution. Know who to call upon if you cannot solve a guest's problem.
Work with colleagues to ensure that guest's needs are continually met. Maintain an efficient and effective flow of information with guests and all internal departments. Record any special guest needs reported, making notes for future visits according to property specifications.
Maintain accurate guest accounts and folios, house banks, deposits, petty cash and cash drawers according to property specifications. Understand cash reporting requirements.
Be fully knowledgeable about how to post to and maintain guest folios according to property specifications. Must have computer skills sufficient to meet property system needs which may include Microsoft Word, Xcel, database operations, point of sale and property management systems.
Process guest check-outs and collect and process payments with efficiency. Be able to explain everything on a guest folio and be able to make corrections as needed.
Thank guests with genuine appreciation and bid them a fond farewell at departure.
Be responsible for security of any room or supply closet keys, as well as for respecting the confidential nature of some front desk correspondence, transactions, and activities.
Be knowledgeable of property specific safety and security procedures.
Deliver messages, faxes, packages to guests in a timely manner.
Perform light housekeeping duties to ensure that the appearance of front desk and lobby areas is according to property specifications.
Label all lost and found items according to property procedures.
Know who to notify in case of broken equipment or unsafe/unsanitary conditions.
Manually handle/lift/carry product up to 50 pounds between knee and shoulders.
Must have bilateral fine manipulation of both hands which may be repetitive for entire shift.
May be vertically mobile for entire shift.
Protect the assets of this property and Migis Hotel Group.