Guest Services - Assistant Manager
Core
Lead and manage Telephone Operators and Guest Services teams to ensure smooth, professional communication and high-satisfaction guest experiences across a luxury hotel.
Role type
Assistant Manager, Guest Services & Telephone Operations
Builds
Communication services, guest satisfaction scores, and operational efficiency for luxury hotel guests
Domain
Luxury Hospitality
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, training and mentoring, operational coordination, complaint handling, VIP guest management, call quality monitoring, emergency communication coordination, budgeting support, data privacy compliance
Preferred skills
Prior experience managing Telephone Operations, Royal Service experience, Bachelor's degree in Hospitality Management
Technologies
Opera PMS, call management systems, Microsoft Office
Responsibilities
Lead and manage the Telephone Operators department; Handle guest complaints, escalations, and special requests; Train and mentor the Telephone Operators and Guest Services team; Coordinate emergency communication procedures; Prepare departmental reports including call audits and guest feedback
Seniority
Mid-Senior, hands-on IC with team management responsibilities