Assistant Director of Guest Services Special Events
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Key skills for this role
About the Role
Assist in developing guest services for special events, oversee operations, ensure compliance, and deliver high-quality experiences for VIP guests.
Key Skills for This Role
Full Job Posting
Pre-Opening
- Assist in drafting departmental policies and procedures for Guest Services during special events.
- Support the development of processes for billing, reservations, ticketing, and hospitality experiences.
- Collaborate with Marketing, Gaming, and F&B teams to align guest service protocols with the annual events calendar.
- Contribute to pre-opening training programs for Guest Services team members.
Department Operations
- Oversee day-to-day operations of Guest Services during special events, ensuring efficiency and cost-effectiveness.
- Maintain service standards, grooming guidelines, and presentation of guest-facing areas.
- Implement amenity and gifting programs for VIP guests and event attendees.
- Monitor guest feedback and ensure continuous improvement in service delivery.
- Support the Director in annual planning and budgeting for guest service initiatives.
- Ensure compliance with health, safety, and brand standards.
Guest Experience
- Deliver personalized, high-quality service to VIP guests and event participants.
- Anticipate guest needs and provide proactive solutions to enhance their experience.
- Coordinate VIP meet-and-greet programs and hospitality suite operations.
- Handle guest inquiries and resolve complaints promptly and professionally.
- Conduct venue tours and assist with pre-event planning for large-scale occasions.
Hotel Logistics
- Create and maintain communication templates for cross-departmental coordination.
- Participate in operational meetings to review upcoming events and guest service requirements.
- Assist in developing pre-event and post-event review templates for continuous improvement.
Events Support
- Collaborate with Event Operations and Concierge teams to ensure seamless execution of guest service elements.
- Support seating charts, guest lists, and VIP arrangements for special events.
- Assist in coordinating hospitality programs for outside venues as part of Customer Development initiatives.
People Management & Training
- Supervise Guest Services team members during special events.
- Assist in onboarding and ongoing training programs for new hires and seasonal staff.
- Conduct regular performance reviews and provide coaching for continuous improvement.
- Promote a positive work environment that values teamwork, respect, and excellence.
Billing & Vendor Management
- Maintain accurate billing records for guest-related services during events.
- Ensure compliance with accounting protocols and timely processing of invoices.
- Support vendor coordination for guest amenities and event-related services.
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