{"id":1934386,"url":"https://alion.io/job/accor-group-assistant-guest-services-manager-2","title":"Assistant Guest Services Manager","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":66000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1114},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-05T21:46:28Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-15T18:53:53Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Accor is a global hospitality leader with more than 45 brands and over 5,700 hotels worldwide, recognized for pioneering service, innovation, and a culture centered on people and meaningful guest experiences . Its portfolio spans luxury to economy, including iconic brands such as Fairmont, Sofitel, Raffles, Novotel, and ibis, serving travelers across more than 110 countries . Fairmont Dallas, part of Accor’s luxury portfolio, is an iconic hotel located in the heart of the Dallas Arts District. The property features 545 elegantly appointed guest rooms and suites, with over 73,000 square feet of flexible meeting space. Its prime location places guests' steps from world-class dining, shopping, museums, entertainment venues, and the Central Business District, making it one of the city’s premier destinations for both business and leisure travelers.\n The Assistant Guest Services Manager serves as a dynamic, visible leader on the front lines of hotel operations, driving first and last impressions while ensuring seamless execution across the porte-cochère, valet team, bell desk, and guest reception. This role bridges high-touch curbside hospitality with expert departmental coordination, mentoring colleagues to deliver personalized, proactive service aligned with Fairmont luxury standards.\nESSENTIAL JOB FUNCTIONS\nMaintain an active, visible leadership presence on the front drive and lobby floor during peak arrival and departure banks, actively directing flow and handling high-volume surges.\nOversee daily execution of door, bell, and luggage services, ensuring baggage delivery, storage, and retrieval meet Fairmont luxury response times.\nPartner closely with third-party valet operations and parking leadership to manage traffic flow, eliminate curbside bottlenecks, enforce safety protocols, and ensure vehicle retrieval promptness.\nDirect the staging and greeting protocols for VIP arrivals, motorcoach tours, large corporate group movements, and high-profile convention check-ins.\nChampion Fairmont brand standards, Leading Quality Assurance (LQA) service expectations across all touchpoints.\nIdentify, prepare for, greet, and escort VIPs, personalizing their arrival and departure experiences.\nTake immediate ownership of guest escalations, executing empowered service recovery, issuing adjustments or credits where warranted, and documenting root causes for divisional review.\nAnalyze guest feedback through hotel systems and service recovery tracking to identify operational bottlenecks and implement corrective coaching.\nLead daily shift briefings and line-ups, communicating daily VIP movements, group arrivals, city events, and luxury standard focuses.\nTrain, cross-train, and coach Bell Captains, Bellpersons, Door Attendants, and Concierges.\nFoster an inclusive, high-engagement Heartist culture, recognizing outstanding performance and handling performance management, progressive discipline, and attendance tracking in accordance with hotel policy.\nBuild efficient, labor-optimized departmental schedules based on occupancy, group resumes, and arrival/departure forecasts.\nManage inventory, key control, luggage tag tracking, and uniform standards across all guest services areas.\nEnsure strict adherence to PCI compliance, guest data confidentiality, and key security policies.\nAssist the Director of Front Office and Director of Rooms with special operational projects, standard operating procedure updates, and departmental audits.\nMaintain complete knowledge of and comply with all departmental policies/service procedures/standards.\nMaintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.\nAnticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.\nMaintain positive guest relations at all times.\nResolve guest complaints, ensuring guest satisfaction.\nMonitor and maintain cleanliness, sanitation and organization of assigned work areas.\nMaintain complete knowledge of:\nall hotel features/services, hours of operation.\nall hotel restaurant food concepts, menu price range, dress code and ambiance.\nall hotel room types, numbers/names, layout, appointments, amenities and locations.\nall hotel room rates, special packages and promotions.\ndaily house count and expected arrivals/departures (particularly VIPs).\nscheduled daily group activities, names and location of meeting/banquet rooms.\nlocal events, attractions, holiday schedules.\nObtain department keys and/or radio; ensure security of such.\nAccess all functions of computer system in accordance with departmental specifications.\nSet up workstation with necessary supplies; maintain cleanliness throughout shift.\nLegibly complete requisition for additional supplies/materials and submit to Department Head.\nMaintain updated resource materials on all vendors and information to accommodate guest requests.\nReview designated in-house guest list and be familiar with guests' names and room locations.\nAnswer department telephone within 3 rings, using correct salutations and telephone etiquette.\nAccommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.\nCoordinate guest requests with designated vendors which may include:\nRoom accommodations\nAirline reservations, changes, cancellations\nTransportation from hotel to airport and return\nBus/train transportation\nLimousine reservations\nCar rentals\nCar repair and servicing\nCharter flights/rentals\nBabysitting services\nBanking/financial services\nBusiness center services/fax or telex services/mailing and delivery services\nInterpretation services\nNotary services\nRestaurant reservations, nightclub activities\nDry cleaning, laundry, alterations, repairs\nFilm processing\nSporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities\nFormal wear rentals\nFlowers\nSalon appointments\nShoe shines\nShopping services\nMovie/theater/attraction tickets\nSightseeing tours\nMedical services\nReligious services\nPlace orders for amenities and coordinate delivery of amenities to designated guest rooms.\nCall guest upon completion of each arrangement coordinated for guest to confirm.\nRelay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.\nAssist guests in locating and retrieving lost luggage.\nReview resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.\nMaintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.\nProvide feedback to staff on their performance; handle disciplinary problems and counsel colleagues according to hotel standards.\nTake, record and relay messages accurately, completely and legibly.\nEnsure that staff reports to work as scheduled. Document any late or absent colleagues.\nCoordinate breaks for staff.\nAssign work duties to staff.\nInspect grooming and attire of staff; rectify any deficiencies.\nInspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.\nMonitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.\nAssist staff with their job functions to ensure optimum service to guests.\nObserve guest reactions and confer frequently with staff to ensure guest satisfaction.\nAssist guests with reports of lost/stolen articles, following hotel policy.\nAdhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.\nEnsure security of guest room access.\nConstantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.\nComplete all paperwork and closing duties.\nMaintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.\nComplete all paperwork and closing duties.\n Essential:\nMinimum 2-3 years of progressive leadership experience within Front Office, Guest Services, Concierge, or Bell Operations in an upscale, luxury, or high-volume full-service hotel.\nHands-on operational proficiency with Opera PMS, ALICE, and Microsoft Office systems.\nExceptional verbal and written communication skills with the ability to maintain composure under high-pressure scenarios.\nProven track record of team building, conflict de-escalation, and driving colleague engagement.\nBroad familiarity with the Dallas Arts District, Downtown Dallas venues, dining, and transportation networks.\nAssociate or Bachelor’s degree in Hospitality Management, Business Administration, or a related field (equivalent practical hotel experience accepted).\nPHYSICAL ABILITIES\nEssential:\nAbility to stand and walk continuously throughout a 10-hour shift.\nFrequent lifting, carrying, and handling of guest luggage weighing up to 50lbs, with occasional pushing/pulling of loaded luggage carts up to 200lbs.\nFlexibility to work varied schedules including early mornings, evenings, late nights, weekends, and holidays according to business volume.\n What’s in it for You?\nGenerous Paid Time Off: Enjoy a healthy work-life balance with our paid time off policy.\n\nComprehensive Health Coverage: Access Medical, Dental, and Vision Insurance to keep you and your family healthy.\n\n401K Plan: Secure your future with our competitive 401K retirement savings plan.\n\nComplimentary Shift Meal: Savor delicious meals on us during your shifts!\n\nExclusive Employee Benefit Card: Unlock discounted room rates at Accor hotels worldwide, making travel more affordable.\n\nProfessional Development: Enhance your skills with learning programs through our Academy, tailored for your growth.\n\nMake a Positive Impact: Get involved in our Corporate Social Responsibility initiatives, like Planet 21, and contribute to meaningful change.\n\nCareer Advancement Opportunities: Take your career to new heights with opportunities for national and international promotions.","description_format":"text","description_chars":10069,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Professional development","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Lifestyle","Travel & Tourism"],"lifecycle":[{"event":"open","at":"2026-10-05T23:07:50Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring 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