Assistant Guest Services Manager

Job Description

BASIC FUNCTIONS/SCOPE:

Under the direction of the Guest Services Manager, this position is responsible for ensuring the effective and efficient operation of the Concierge/Guest Services department. The Assistant Manager ensures a high degree of guest satisfaction and return through the development of strong, professional relationships with guests, vendors, hotel management, and internal staff. This role assists the Guest Services Manager in setting and implementing short- and long-term objectives to maximize the department’s service levels, communication effectiveness, and operational performance.

DUTIES/RESPONSIBILITIES:

Acts independently and with full authority within the designated scope to ensure all Jefferson Hotel policies and procedures are upheld.

Ensures that all guest services and interactions are conducted in the most proper, professional, and courteous manner.

Helps develop and lead staff training programs based on Forbes and AAA Standards, encouraging high morale, low turnover, and a consistent focus on development. Promotes proactive thinking and seeks new guest service opportunities in response to guest feedback and evolving standards.

Ensures that all team communications—memos, logbooks, VIP and special attention lists, daily events, and function sheets—are current, accurate, and accessible to team members.

Responds effectively to guest complaints and concerns by taking prompt, appropriate corrective action to ensure satisfaction.

Maintains active and effective communication with all sales and operational departments, keeping internal teams informed of guest-related information relevant to their departments.

Assists in administrative responsibilities, including preparation of payroll and staff scheduling.

Maintains consistent lobby presence during assigned shifts, ensuring a warm and welcoming atmosphere for all guests.

Performs walk-throughs of Palm Court and adjacent public areas to confirm cleanliness and appearance standards. Coordinates with department heads or Security for prompt resolution of any deficiencies.

Continuously updates and manages accurate records of hours of operation, recommendation lists, and business contacts. Ensures all staff actively maintain rapport with vendors including taxi drivers, restaurant partners, dry cleaners, and limousine services. Monitors vendor service quality and addresses any performance issues directly.

Builds and strengthens positive working relationships with key external vendors, internal management, and hotel team members to enhance communication, streamline operations, and support guest satisfaction initiatives.

Monitors and oversees the maintenance and scheduling of all hotel vehicles.

Assists in ensuring Guest Services team members are fully trained in emergency, safety, and fire procedures.

Ensures awareness, understanding, and successful implementation of all policy, procedural, and hotel-wide updates or changes across the team.

Maintains standards and inventory control for office supplies and places reorders as needed to prevent shortages while managing costs.

Prepares reports and participates in special projects and assignments as directed by the Guest Services Manager.

May be assigned other duties as required or directed, including bellman, van driver, or overnight shifts.

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma required; College Degree preferred.

SKILLS: Strong communication, leadership, relationship-building, and customer service skills.

PHYSICAL: Ability to stand for extended periods; job requires consistent floor presence.

PERSONALITY: Goal-oriented, self-motivated, even-tempered, and focused on achieving guest satisfaction.

SPECIAL REQUIREMENTS:

Minimum of two years of experience in hospitality, with time spent in a Concierge, Guest Services Manager, or Assistant Manager capacity.

Working knowledge of Hotel Rooms Division operations including Front Desk, Reservations, Valet, Housekeeping, and Room Service.

Valid Virginia Driver’s License with 0 – + points.

Strong knowledge of Richmond and the surrounding regional area.

Full-time