Full-Time Assistant Royal Service Manager

Essential Job Functions

• Ensure full compliance with all departmental policies, procedures, and service standards.
• Operate and maintain equipment correctly, using it only as intended.
• Anticipate and promptly address guest needs while maintaining a professional demeanor at all times.
• Foster positive guest relations and resolve complaints to ensure satisfaction.
• Maintain cleanliness, organization, and sanitation in assigned areas.
• Stay informed about:
  • Daily activities, in-house groups, and hotel services
  • Special guest requests and operational details such as extension and radio numbers
  • Hotel outlet hours, features, and amenities
• Develop and manage weekly staff schedules based on business demands.
• Ensure adequate switchboard coverage at all times.
• Record and address colleague attendance issues and maintain accurate records.
• Communicate daily business updates, including arrivals, departures, and guest requests, to the team.
• Train, monitor, and support staff to ensure consistent delivery of high-quality service.
• Respond to calls promptly and professionally, using proper telephone etiquette.
• Oversee accuracy in guest request logs and billing for telephone charges.
• Coordinate meeting room telecommunication needs, including equipment setup.
• Maintain organized workstations and ensure resource availability.
• Document and escalate guest complaints, monitor resolution progress, and follow up to confirm satisfaction.
• Act as a communication hub during emergencies, following hotel protocols.
• Conduct new hire and ongoing staff training to ensure high performance and compliance.
• Manage supply requisitions and coordinate necessary equipment repairs.
• Ensure proper documentation and communication of all relevant operational information.

Secondary Job Functions

• Process guest fax requests and monitor facsimile operations.
• Assist with managing telephone system maintenance and liaise with service providers.
• Support the manager in coordinating telephone company work orders as needed.

Desirable Qualifications

• Some college coursework or a college degree.
• Previous supervisory experience in a similar role.
• Fluency in a second language, with a preference for Spanish.
• Strong ability to engage in suggestive selling.
• Proficiency in using property management systems and computers for inputting and accessing information.
• Prior guest relations training or experience.

Physical Requirements

• Ability to transport telephones and cables weighing 10–25 pounds across the hotel.
• Capacity to perform various physical movements within work areas.
• Ability to reach distances of 1–2 feet as needed.
• Maintain a stationary position for 6–8 hours during work shifts.
• Communicate effectively with guests, management, and colleagues to ensure mutual understanding.

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