** Position Description**

**Assistant Guest Service Manager** Location **Tahiti Village** City/State **Las Vegas, NV** **Job Brief**

This position would support property, department management and staff ensuring the delivery of exceptional guest experience to drive internal employee engagement and increase revenue. Creates a secondary leader, when management is not available.

Discover **Tahiti Village** Resort & Spa, *an island-inspired oasis.*

Our all-suite resort is a family friendly destination providing guests all the comforts of home with top-level amenities and beautiful landscapes. Voted "Best of Las Vegas - Family Friendly Resort" three years in a row in part due to our amazing offerings including our sandy beach pool and tropical 1/8 mile lazy river. Our summer activities are fun and engaging, our magical mermaids swim through property multiple times a week and on the weekends we feature traditional Hawaiian Luaus parties bringing island vibes and live entertainment to our Ohana. Guests can also pamper themselves at the Mahana Spa or grab a bite and drinks at 17 South Booze & Bites featuring limited gaming.

**Create magic with us **

At Tahiti Village Resort & Spa we are looking for energetic, professional team player with excellent communications skills. Positive attitude to deliver great customer experience and support our mission to create memorable experiences for ours guests.

**ROLE**

This position would support property, department management and staff ensuring the delivery of exceptional guest experience to drive internal employee engagement and increase revenue. Creates a secondary leader, when management is not available. Anticipate possible service failures throughout the property and assists and/or contact appropriate departments to resolve such failure. Ensuring service standards and training are always being taken care of.

**RESPONSIBILITIES**

Oversees guest service recovery, offering reasonable solutions and recording appropriately.

Develops goals and incentive to increase guest services.

Follow up on a correspondence immediately. Keep accurate records.

Take full responsibility of guest reviews.

Collaborate with management in evaluating progress of service improvements, action plans and training.

Maintain all supervisory responsibilities on each shift, MOD program and current responsibilities.

Establishing a continuous successorship culture, establishing growth from within the department not have to hire outside the company for supervisory and management positions. Mentoring supervisor and members giving the ability of professional growth.

Diffuse and resolve all guest issues. Assist the management team in providing exceptional customer service to the company, property and department.

Monitor internal department controls.

Assist in budget, financial and project obligation processes.

This role is primarily responsible for the first level of escalation on guest/owner-related issues and escalating to Front Desk Manager as needed.

The position requires active listening skills, ability to problem solve and find solutions and excellent communications with guest/owner.

This position utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honestly/integrity; leads by example.

Coordinate with front desk team and partnering departments to problem solve guest/owner issues.

Coordinate with management in making changes to the policies and procedures to proactively work towards resolving guest/owner issues.

Responsible for creating a consistent arrival experience and comfortable stay for VIP guests/owners.

Analyze guest/owner feedback to proactively make recommendations to the operations and partnering departments.

Provide a superb customer and professional service regardless of guest demeanor, with company service standards. Always be the ambassador to the property.

Communicate effectively to internal and external guests. Welcome, greet and engage with guests.

Create a safe and friendly environment for everyone at property. Secure all guest and company privacy information and keep it confidential.

Answer all questions pleasantly and with knowledgeable information.

Contribute to a positive work environment, in a fast passed work environment while multi-tasking.

Duties are to be completed with property standards, company policies and legal requirements for the safety, health and welfare of guests, employees, property and company.

Responsible for guest experience while maintaining department, property and company functions.

Responds to emergency situations as necessary.

Monitors and regulates employees in their performance of assigned or delegated task, while achieving excellent customer service standards.

Mentors and trains employees to company and industry standards.

Monitors internal controls, inventories and forecast at all times.

Resolve any guest issues.

Answer phones with a pleasantly at all times, while having the ability to multi task at all times.

Basic computer skills and office equipment.

Other duties as assigned.

**REQUIREMENTS/QUALIFICATIONS**

5 years customer service experience

Previous leadership experience

Effective communication skills oral and written

Professional appearance

Proficient in Microsoft and computer skills

**REVENUE/BUDGETARY/STAFF RESPONSIBILITY**

Assist with controlling

* Payroll-all department transactions, banks and drops

* Inventory

* Collaborate in scheduling, training, mentoring and discipline.

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