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Assistant Guest Service Manager

Company: Wyndham Philadelphia Historic District
Location: Philadelphia
Posted on: January 13, 2018

Job Description:



Wyndham Philadelphia Historic District is a contemporary urban hotel with an inviting mix of high-tech spaces and contemporary decor that reflects the Old City charm. Located in the Philadelphia Historic District surrounded by treasures of American Heritage, our hotel has an inviting destination where vacation and business travelers can work, relax, dine, meet and enjoy the local attractions.
Our hotel professionals stand ready to go the extra mile and deliver an exceptional experience. We are seeking professionals who have the Count on Me! spirit. Wyndham Philadelphia Historic District presents the ideal opportunity to take your career to the next level!

Wyndham Hotel Group is searching for a Assistant Guest Services Manager to work at our beautiful Wyndham Philadelphia Historic District property in Philadelphia, PA. This position is responsible for assisting the Guest Service Manager with the daily operations of the front office. He/she will act as a supervisor to all Guest Services, Reservations, PBX and Bell Staff personnel, assist with guest complaints and represent management in the absence of the Guest Services Manager. Fundamental Requirements:



  • Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk. Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist with development of employee morale and ensure training of Guest Services personnel.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. Hotel uses OPERA.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham Standard Operating Procedures in its use.
  • Greet and welcome all guests approaching the Front Desk in accordance with Wyndham Standard Operating Procedures.
  • Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms.
  • Assist Guest Service Agents with check-ins and checkouts; confirm that all Standard Operating Procedures are being followed properly.
  • Assist and supervise Guest Service Agents with daily duties.
  • Train new employees, help to develop and implement training programs.
  • Maintain log of rooms in "out of order" status.
  • Authorize and sign adjustments and paid outs over the limit.
  • Oversee discrepancy report and monitor follow-through.
  • Post updated information on 72-hour sheet and review with Guest Service Agents.
  • Work closely with housekeeping regarding daily room status.
  • Oversee Bell staff..
  • Confirm that Guest Service Agents, Operators, Concierge and Bellstaff complete all duties.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages and promotions currently underway.
  • Follow and enforce all Wyndham hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Ensure participation within department for monthly Wyndham Count On Me! Meetings.
  • Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
  • Assist with sign off of all Service Standards by Position for Guest Services staff.
  • Monitor all V.I.P.'s, special guests and requests.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Oversee Supervisors complaint and request log.
  • Log all absenteeism and employee lateness.Block rooms for special groups.



    • Coach and Counsel Staff Members.



      General Requirements


      • Maintain a warm and friendly demeanor at all times.
      • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
      • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
      • Must be able to multitask and prioritize departmental functions to meet deadlines.
      • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
      • Attend all hotel required meetings and trainings.
      • Maintain regular attendance in compliance with Wyndham Hotel Group Standards, as required by scheduling, which will vary according to the needs of the hotel.
      • Maintain high standards of personal appearance and grooming, which include wearing nametags.
      • Comply with Wyndham Hotel Group Standards and regulations to encourage safe and efficient hotel operations.
      • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
      • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

        Physical Requirements

        • Long hours sometimes required.
        • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
        • Ability to stand during entire shift.

          Education & Experience:


          • At least 3 years of progressive hotel Guest Services experience or a 2- or 4-year college degree and at least 2 year of related experience required
          • Supervisory experience required.
          • Must be proficient in Microsoft Office applications. Experience with Opera helpful.
          • Must have a valid driver's license from the applicable state.


            An Equal Opportunity Employer
            Minorities/Women/Vets/Disabled
            Drug Free Workplace


            Keywords: Wyndham Philadelphia Historic District, Philadelphia, Assistant Guest Service Manager, Hospitality & Tourism, Philadelphia, Pennsylvania

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