Assistant Guest Service Manager

The La Jolla Beach & Tennis Club is currently seeking a highly skilled Assistant Guest Service Manager to join our team at our beautiful oceanfront property.

Be a part of the diverse team at La Jolla Beach & Tennis Club, Inc. Our landmark hotels and restaurants have become La Jolla institutions, which are founded on family values and community mindedness. La Jolla Beach & Tennis Club, Inc. offers excellent benefits and a great work environment for our employees.

What we offer:

• Free daily meal and salad bar
• Free parking
• Benefits including: Medical, Dental, Vision, 401K (based on employment status)
• Paid vacation, sick, and holiday time
• Dining discounts for employees (and up to 6 guests) at the Marine Room, The Shores Restaurant, and our Club Dining.
• Property retail shop and hotel discounts
• $500 referral bonus for referring new employees to The La Jolla Beach & Tennis Club

What we ask:

• Consistently provide professional, attentive, and genuinely friendly service
• Promote and follow LJBTC, Inc's Signature Service standards and requirements to ensure a lasting impression of exemplary service resulting in satisfied and loyal members and guests

Schedule: Full Time - Salary Exempt

Pay Range: $71,000 - $72,000 Annually

Schedule:

SUMMARY

The Assistant Guest Service Manager directs the Ambassador department, which includes the Ambassador Booth operation as well as the Ambassador Guest Services. The Ambassadors are the first persons at the La Jolla Beach & Tennis Club to have contact with the Club members, resort guests, and visitors. As the Club's "Ambassador", supervisor this individual must possess strong customer service skills and consistently provide professional, attentive and genuinely friendly service. The ability to utilize aggressive hospitality skills, make quick decisions and take ownership of requests/needs is required. This individual must be able to effectively supervise the Ambassador staff to ensure a fluid arrival experience at the Club. This individual also needs to ensure high customer service and be able to resolve issues quickly and efficiently. This person must have the ability to provide concise and accurate directions to the staff and protect the properties from entry by unauthorized persons. The Ambassador Guest Service duties include various services as help with assistance with luggage, inquiries, and other customer service needs. Promotes and follows LJBTC, Inc.'s Signature Service standards and requirements ensuring a lasting impression of exemplary service resulting in supremely satisfied and loyal members and guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets guests, visitors, and patrons with a smile.

• Ensures lobby, port-a-cache and courtyards area is clean and tidy.

• Monitors resort entrances to ensure that only authorized personnel, guests, and/or visitors enter.

• Responds to all guest/visitor, employee, and patron requests in a friendly and efficient manner.

• Provides quality service to guests that meets or exceeds expectations by anticipating guest needs, always maintaining a polite, friendly, professional demeanor.

• Regulates vehicle and pedestrian traffic at property entrance to maintain an orderly flow with an emphasis on expediency and customer service.

• Registers guests entering the property. Fills out appropriate forms and posts information to computer system.

• Requests identification from guests who are not pre-authorized by the sponsoring member or hotel guests.

• Assists guests and members with directions and instructions, as needed, to area and regional visitor attractions.

• Maintains active communication between various departments

• Uses Voice Mail, Pagers and 2-way Radio communication at appropriate times.

• Uses ten codes to communicate via radio to other security officers and staff.

• Ensures that a accurate and full record of exceptions is kept

• Interviews, recommends hiring of and supervises ambassador personnel.
• Reviews financial statements and tracks expenses via online checkbooks and ensures expenditures stay within budget limits.

• Assists guests with luggage, answers inquiries and delivers amenities.

• Responds to other guest requests.

• Refers complaints of service shortfalls to designated departments for investigation and follow up.

• Attends the staff meeting held for company managers and supervisors twice monthly.

• Is familiar with hotel facilities and their hours of operation, as well as local events

• Prepares daily, weekly, monthly and other reports.

• Purchases supplies for Ambassador Department

• Strong administrative and organizational skills are a requirement.

• Other duties as may be assigned by department Manager.

OUTCOME

The Assistant Guest Service Manager will create a positive member, guest and visitor impression. The Assistant Guest Service Manager will ensure a fluid and seamless arrival experience for guest/members/visitors by anticipating the services needed by all arriving parties. The Supervisor's roll in motivation and training will lead to friendly and efficient customer services and will enhance customer satisfaction. The servicing of guests and members in an efficient and positive manner will influence the customers' perception of the company as friendly, helpful, professional and reliable, and will help generate repeat business.

SUPERVISORY RESPONSIBILITIES

Supervises subordinates in the Ambassador Department. Is responsible for the overall direction and coordination of the Club Ambassadors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

A high school diploma or general education degree (GED); or one to two years' related experience and/or training; or equivalent combination of education and experience. 1 to 3 years in a supervisor role and managing a team.

WRITTEN COMMUNICATION SKILLS

Ability to read, writes, and understands comprehensive correspondence, memos, and reports. Ability to accurately document security related observations and incidents for use by other department members and the management team.

VERBAL COMMUNICATION SKILLS

Ability to effectively and accurately present information in one-on-one and small group situations to customers, guests, members, and employees of the organization. Effective verbal skills while utilizing the phone and radio are essential.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in English to customers, guests, members, and other employees of the organization. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively in English to customers, managers, guests, or employees of organization.

MATHEMATICAL SKILLS

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

REASONING ABILITY

Ability to apply understanding based on company policies and procedures in carrying out instructions furnished in written, oral, or diagram form. Ability to deal with customer service-related problems involving several variables in standardized situations. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

All employees in this position must obtain and maintain current CPR and First Aid Training Cards.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee is frequently required to use hands to finger, handle or feel objects, tools, or controls the employee is occasionally required to walk; sit; and reach with hands and arms. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk and talk or hear. The employee is occasionally required to sit.
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