Assistant Guest Services Manager

Assistant Guest Services Manager
(3169)

**Life in the Blue Mountains**
A scenic 2.5-hour drive from Sydney, Emirates One&Only Wolgan Valley is an ultra-luxury conservation resort located in the Greater Blue Mountains World Heritage-listed region. The resort offers award-winning culinary experiences, a range of nature activities including hiking, four-wheel driving, cycling and horse riding and the One&Only Spa, for pampering spa and wellness experiences.

Emirates One&Only Wolgan Valley is highly acclaimed in the industry, it continues to be awarded for its excellence in tourism, accommodation, spa, cuisine, and sustainability.

**Job Summary**
The Assistant Guest Services Manager supports our front-of-house / guest services team units (including Guest Services, Porters and Gatehouse) ensuring we are continually creating memorable experiences for our guests. You will have demonstrated experience in a 5* luxury hotel environment with the ability to think on your feet and identify creative solutions to enhance the guest experience. Along with this you will have a solid knowledge of property management systems and be able to identify and implement operational improvements.

**Key Duties and Responsibilities**
- Alongside the Guest Services Manager, you will lead the guest services team to ensure One&Only brand service standards are exceeded at every opportunity.
- Lead and deliver a high-service culture and build on our great reputation.
- Under the direction of the Guest Services Manager/Hotel Manager implement short and medium-term changes within the frontline units with an aim to enhance guest services and contribute to following our core values.
- Follow all standards and procedures set out by Emirates One&Only Wolgan Valley Resort and ensure these standards are followed
- Assist in managing the training, recruitment and onboarding of Guest Services colleagues to ensure that high levels are maintained, and the appropriate image of the resort is presented at all times.

Ensure optimum utilization of manpower on the shift whilst providing the expected high level of service. Ensure that Colleagues are briefed before the shift to provide the relevant services. Support the Guest Services Manager in driving and upholding exceptional service at each stage and touchpoint of the guests journey. Identify areas of improvement in the Guest Services function of the resort and suggest improvements to maximize service standards, manage costs and increase revenue.
- Liaise with all departments to ensure the seamless flow of information, special requirements and requests to the relevant departments.
- Personally handle face-to-face complaints related to services and provide feedback to the relevant department heads to implement changes and follow up to ensure that guest service levels are maintained and improved upon.
- Adheres to all hotel policies and procedures and standards laid out by One&Only resorts and practices these daily.
- Maintain regular contact with guests to receive feedback on service levels and give them an opportunity to preempt their requirements.
- Ensure we actively handle all guest feedback (i.e., service issues) promptly and effectively finding resolutions whilst focusing on the guests’ experience.
- Continually evaluating and refining all guest touch points (standards & procedures) to ensure exceptional service delivery.
- Establish and coordinate seamless relationships between all departments of the resort.

To help manage, lead, and inspire our front-of-house team to be the best they can be. Assist the Guest Services Manager in any new projects where required

**Qualifications & Experience**:

- Degree from a recognized institute with a minimum of 3 years experience of which a minimum of 1 year should have been at a management level in guest services or front-of-house operation.

**Knowledge & skills**:

- Procedures and systems used in hotel management, with a preference for front-line guest services and direct operations. Thorough knowledge of Front Office and Reservations. Computer skills and financial management are essential including the Microsoft Office Suite and PMS system (preferably Opera). Additional Requirements
- Experience managing a small team of colleagues and directly handling complaints.
- Ability to work under pressure
- High-level communication skills (Verbal and written)
- Fluency in English is essential, any additional languages are preferable, but not essential.

**_What we offer._**
**This is a long-term, full-time role with the opportunity to take advantage of our FREE housing, meals and living expenses. **With fantastic facilities including a pool, tennis court, basketball court, fully equipped gym, café, and bar.
All apartments and houses are furnished and have built-in air conditioning and heating, a fully equipped kitchen, bathrooms, and a living space with a TV. We also provide **FREE** lunch and dinner every day.