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Assistant Guest Services Manager(OnQ Certified)

Company: Hampton Inn by Hilton
Location: Miami
Posted on: September 23, 2022

Job Description:

Hospitality America is looking for a -Assistant Guest Services Manager to join our team!

Assistant Guest Services -Manager Position Summary:

The Assistant Guest Services Manager is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to BRAND standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.


Major Medical, Dental, and Vision Insurance

Life Insurance

Legal Shield and Identity Theft Protection

Accident/ Critical Illness/ Hospitalization Insurance

Pet Insurance

Paid Time Off

401K after 1 year of employment

Scope of the Position:


Maintains guest service as the driving philosophy of the hotel.

Personally demonstrates a commitment to guest service in responding promptly to guests' needs.

Is committed to making every guest satisfied.

Ensures all hotel staff, including new-hires, know all components of the We CARE-Guaranteed and 100% Satisfaction Guarantee (if applicable in the brand), and are trained to meet service standards.

Develops added-value customer service programs.

Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.

Meets or exceeds hotel guest satisfaction measures.

Ensures hotel standards and services contribute to the delivery of consistent guest service.


Acts as manager on duty for hotel and manages front desk operations.

Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.

Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables. . Produces accurate financial reports on time.


Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified front desk workforce.

Maintains a positive, cooperative work environment between staff and management. . Emphasizes employee selection, training and development as way of doing business.

Ensures all hotel employees know hotel objectives.

Ensures personnel files are accurate and comply with both local and federal laws and regulations.

Administers personnel policies fairly and consistently.

Resolves employee grievances in a fair and timely manner.

Ensures employees understand policies, pay procedures, bonus plans and benefits.

Helps develop management talent by acting as a mentor for direct reports.

Ensures completion of training objectives and development plans.

Monitors and maintains acceptable turnover levels.

Additional Requirements:

Must be a citizen of the United States or possess a valid work permit.
We provide equal opportunity without regard to race, color, national origin, religion, sex, -age, marital status, disability, or any other protected status. Our company is an equal -opportunity employer.

Keywords: Hampton Inn by Hilton, Miami , Assistant Guest Services Manager(OnQ Certified), Executive , Miami, Florida

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