Scope of Job:

This is a Full Time- Seasonal role (Season ends September 6, 2025)

The Guest Services Assistant Manager will manage and oversee the hotel pool operations. They will be responsible for all aspects of guest satisfaction and care. They will foster positive relationships with our guests and take care of the hotel guest requirements, effectively handling their complaints and finding resolution where service or equipment is not functioning. Reports the incident to the department head concerned. Guest Services Assistant Manager primary role is to be able to operate all operational components (Opera, Kiosk, Alice, Radio and Google Nest). You will be expected to be proactive in your role when responding to guest needs. Responsible for the daily operations of the Guest Service Hosts, Bell/ Valet Associate, and Lifeguards. To oversee operations to provide efficient service to guests and ensure implementation of policies and procedures in line with the standards of the Hotel. The Guest Service Assistant Manager will be responsible for ensuring that the Hotel KPI standards are managed and maintained within the company standards.

Key Objectives:

• As a policy, the Hotel management wishes to channel request and complaints of guests, as much as possible, through the Guest Service Assistant Manager. Therefore, Guest Services Assistant Manager should always be available in the lobby area or pool area to handle requirements.
• To take directives from the Front Office Manager on hotel matters.
• To handle matters related with proper billing and investigate any guest complaints.
• To be thoroughly familiar with Hotel policies, procedures and practices concerning reservation, room assignment, baggage handling, housekeeping methods, restaurant and room charges on guest bills, credit, and security.
• To be well versed with the Hotel Property Management System, Opera, Alice, Kiosk and VingCard.
• Double checks guest folios for completeness and accuracy.
• Confirms the number of “due out” guests and scheduled late departures and communicates accordingly with Housekeeping.
• Coordinates with the Guest Service Host whenever necessary
• To make sure all Bell / Valet Associate offering the assistance for every guest with their luggage upon check in or check out.
• To make sure all luggage that been kept are safe with proper handling in recoding and tagging.
• To ensure smooth traffic condition in the lobby and at the main entrance.
• Ensures that entries in every check in and check out are properly encoded in the computer system
• To be responsible for preparing accident report, check on complaint and VIP arrivals.
• Guest Services Assistant Manager should be well informed of local, city and country places of interest, shopping arcades, religious services, transportation, etc.
• To maintain a close working relationship with all Department Heads.
• Must be thoroughly aware of the rooms forecast, room status, open and close dated and availability of the rooms.
• Guest Service Assistant Manager will be involved in reservations in all aspects.
• The Guest Service Assistant Manager will be required to do the Night Audit Functions.

Rooms Controller

• Oversees room allocations to ensure that guest requests are met while ensuring both guest satisfaction and optimum rooms’ revenue.
• Verifies and updates the following:
• Current room status
• Information endorsed between shifts
• Correspondence always related to the current shift
• Expected or VIP or Group arrivals
• The day’s events at the Hotel and must be able to communicate to the team.
• Ensures that all reservations are checked, appropriate blockings are done, and bookings or blockings are updated
• Ensures that the correct room status is promptly provided when requested
• Liaises and supports other operational departments.
• Plans for unexpected arrivals and disseminate information to relevant departments.
• Settles pending bills by contacting concerned guest.

Technical Competency:

• To greet waiting guests during check-in and check-out and offer assistance to avoid any delays.
• To make periodic guest room and public area inspection to be thoroughly knowledgeable of their location and to check their standard of appearance and cleanliness.
• To make daily rounds through all operation departments. This is to increase visibility to guests and employees particularly at night.
• To coordinate with the Housekeeping in controlling the lost and found items.
• To ensure that all reports and room assignment are completed.
• To ensure that the lobby and entrance are always kept clean and the main entrance is free of obstruction and traffic congestion.
• To brief the incoming Guest Service Assistant Manager on items to be followed-up.
• To attend meetings and conduct daily Front Office briefings.
• To check the occupied room rate standing charges and ensure that all correct rates are keyed in.
• To check all staff during the night shift are doing proper work as per standing instructions of their immediate superior as well as to enforce any special instruction or special assignment given to the Night Audit Manager by respective Head of Department.
• To supervise operation of the hotel in general and represent management when decisions must be made during these hours.

Job Requirements:

• Opera Knowledge, Kiosk, Alice, Time Management, Key System VingCard, Reservations & Revenue, Balance Reports, Front Office Operations, Managing Staff.
• Minimum of two years experienced as an Assistant Guest Service Manager.

HSS: 

• Ensures internal compliance with maintenance, safety and security procedures by following established ASTM (American Society for Testing & Materials International), NEC (National Electrical Code), NSF (National Science Foundation), OHSA as well as state and local codes.
• Ensure full compliance of policies and procedures set forth within the Health, Safety & Security in the workplace and in line with the Merlin Entertainments Group Policy.
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate manager.
• Compliance of safe working procedures for work activities within one’s job role, but cognizant of the effects on others prior to the activity/function. 
• In cases of incidents or accidents ensure appropriate reporting is done in a timely manner to the duty manager.

All employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.