Assistant Manager -Guest Relations

• Supports implementation of the customer recognition/service program, communicating and ensuring the process.

• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

• Assists in generating the MOD report.

• Monitors activities for compliance with all policies, standards and procedures.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

• Understands and complies with loss prevention policies and procedures.

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.

• Serves as a leader in displaying outstanding hospitality skills.

• Sets a positive example for guest relations.

• Helps employees to provide excellent customer service.

• Assists in coaching and providing feedback to associates.

• Maintains high visibility in public areas during peak times.

• Provides immediate assistance to guests as requested.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Records guest issues in the guest response tracking system.

• Supports manager in identifying development opportunities for assoicates.

• Provides guidance and direction to subordinates.

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.