GENERAL SUMMARY
Under the direction of the Guest Services Manager, promote and maintain the utmost integrity and the highest caliber of guest services to all guests. In the absence of the Guest Services Manager will direct, manage, and coordinate the operations and activities of the department. Assist in supervision of the Guest Services Supervisors, and provides all of the necessary support for the Guest Service Manager in order to ensure profitability and maximum revenues by controlling costs, along with up holding the high quality standards to ensure guest satisfaction.


FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.


KEY RESPONSIBILITIES
• Manage, direct, and ensure high guest satisfaction in the delivery of all services.
• Listen, respond, and resolve external and internal customer inquires concerns and complaints in a timely manner through conducting a thorough investigation and determining the most effective solution in a positive and articulate manner. .
• Observe, maintain and support staff performance to create a work environment that fosters the professional development and growth of employees.
• Perform administrative duties in support of Guest Service Manager and Guest Services Supervisors and Representatives and will fill in the event of absences or in the event of heavy workloads to ensure efficient guest service.
• Will demonstrate and ensure that sensitivity to the needs, feelings and capabilities of others and approaches others in a pleasant manner, treating them with respect.
• Oversee and ensure accountability for self, supervisors and team member’s compliances to all standard operating procedures, company policy, and MICS regulations, by adhering to the progressive disciplinary actions.
• The Assistant Guest Services Manager will assist in the development of both short and long term goals of the department, operations, and staff and assist in implementing, monitoring, maintaining and support the strategies to achieve them.
• As a leader and role model for the department, remain calm and alert especially during emergency situations and/or heavy hotel activity.
• Make decisions to support the operations and department using logic and best business practice and take action by demonstrating flexibility to accommodate the unusual situations when required.
• Communicate effectively both verbally and in writing to provide clear direction to staff, organizing and expressing information clearly and using appropriate and efficient methods of conveying information.
• Observe, support, and journal staff performances and provide feedback as needed to maximum the team member’s potential through training, counseling, performance evaluation and disciplinary actions.

• Manages the staff’s workload, supplies, breaks, and lunches and makes staffing accommodations according to the business demands to ensure adequate staffing levels on a given shift for a smooth operations. Attend mandatory meetings, conduct staff meetings, and pre-shifts to ensure timely and effective communication.
• Manage all billable services, financial statements, adjustments, revenue, cash and cash equivalents are properly recorded and reported and accurately reflected in Opera and any other reporting methods. Thus, ensuring compliance with the requirements of the provisions of Hotel Operation internal controls, Outside Agency Regulations and good business practices.
• Manage, maintain, support, and ensure all assigned checklists, daily tasks, workloads, and department’s schedules are adhered to provide Four Diamond Guest Service.
• Ensure that reviews and communication is done daily for VIP Arrivals, Special Event, In House Rate Check and all other reports for accuracy of hotel services, accommodations and operations.
• Monitor department expenses to support the allotted budget for the Guest Services Department by operating in an efficient manner and by providing P&L justifications. Analyze operating costs on a regular basis. Review daily and weekly reports to monitor revenue generation, rate management, yield management forecasts, expense management and payroll controls.
• Establish, monitor and support the yield management procedures with the Hotel availability and Casino room blocks. Produce daily reporting for rooms yielding practices and making best business practice decisions.
• Maintain a favorable working relationship with other departments to foster and promote a cooperative and harmonious work environment and efficient service delivery and customer satisfaction.
• Develop, implement and support the department’s standards and improve the standards to maintain the business plan and to maximize guest satisfaction.
• Research and recommend new products, automation and services to improve operations and overall service delivery.
• Monitor and evaluate competitive trends, making recommendations on future goals for the hotel by reviewing short and long-term occupancy and revenue forecasts to identify deficiencies and take appropriate corrective action.
• Establish, support, and sustain a work environment that fosters the professional development and growth of employees to reach their full potential.
• Protect the assets of Pechanga Resort & Casino, by overseeing and adhering to all Standard Operating Procedures and MICS regulations.
• Perform additional tasks as directed by management.


ACCOUNTABILITY: This Guest Service Assistant Manager has supervisory responsibilities including departmental hiring, corrective action, terminations, team member relation issues, forecasting and budgeting.

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QUALIFICATIONS AND GUIDELINES

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EXPERIENCE/TRAINING/EDUCATION: A High school diploma or general education degree (GED) and two years Front Desk Supervisor experience; or equivalent combination of education and experience is required to successfully perform this job.

COMMUNICATION SKILLS: This position requires the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. This position also requires the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Furthermore, this position also requires the ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS: This position requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. This position also requires the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY: This position requires the ability to define problems, collect data, establish facts, and draw valid conclusions. This position also requires the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:
• Must be able to obtain a Class “A” gaming license.

SKILLS/ABILITIES:
• Efficiently operate moderately complex computer applications including but not limited to Opera, Bally’s CMP, Open Course, Audience View, Saflok, Movie System, and all Microsoft Office applications including Word, Excel, and Outlook.
• Ability to type 30 wpm.
• Ability to work with minimal supervision.
• Ability to effectively communicate with internal/external guests and to identify and resolve guest concerns.
• Ability to remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a leader and role model for other employees.
• Ability to communicate effectively both verbally and in writing to provide clear direction to staff.
• Ability to multi-task and cross train in various positions that pertain to the work load, duties and services provided and offered by the department.

OTHER QUALIFICATIONS:
• Knowledge of labor related legislation, such as the Employment Standards Act, Occupational Health and Safety Act, Human Right's and applicable collective agreements, Human Resources policies and procedures sufficiently to ensure correct application and adherence in the supervision of staff.


DISCLAIMER:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.