Guest Service Assistant Manager

It started with a dream—a passion to create a five-star boutique hotel experience in the Caribbean.And it was realized in one of the most beautiful places on earth, Cap Cana in the Dominican Republic. Eden Roc Cap Cana is a unique and secluded property nestles in the exclusive, beachfront community of Cap Cana at the eastern tip of the Dominican Republic.

Surround by a tropical forest with ecological marvel, with pristine beaches, towering cliffs, a Jack Nicklaus signature golf course and a bustling Marina. Solaya Hotels & Resorts chose this heaven on earth as the ideal spot to build their first ultra-luxurious property, the model for future developments in the Caribbean, United States and Europe.

Solaya’s unique concept for Eden Roc Cap Cana blends the impeccable standards of the great resorts along the French and Italian Rivieras with the warmth and relaxed charms of the Caribbean. Think of the magnificent architecture along the French and Italian Rivieras. Add a touch of Spanish Colonial design. And now imagine an enclave of these storybook villas set among the dreamy landscape of the Caribbean. It is a unique interpretation of Mediterranean Riviera romance with a Caribbean twist.

Furthermore Eden Roc Cap Cana is proud to be the first member of Relais & Chateaux properties in Dominican Republic, an exclusive collection of 520 of the finest charming hotels and gourmet restaurants in 60 countries. Their mission is to spread the Art of life across the globe by selecting outstanding properties with a truly unique character.

As a Guest Service Assistant Manager, supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. 

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

Supervises and manages employees. Understanding employee positions well                    enough to perform duties in employees' absence.

Manages day-to-day operations, ensuring the quality, standards and meeting the                expectations of the customers on a daily basis.

Supports handling complaints, settling disputes, and resolving grievances and                    conflicts, or otherwise negotiating with others.

Supports regular inspection tours of the entire facility for appearance, safety,                      staffing, security, and maintenance.

Sends copy of MOD report to all departments on a daily basis.

Improves service by communicating and assisting individuals to understand guest              needs, providing guidance, feedback, and individual coaching when needed.

Intervenes in any guest/employee situation as needed to insure the integrity of the              property is maintained, guest satisfaction is achieved, and employee well-being is              preserved.

Interacts with customers on a regular basis throughout the property to obtain                      feedback on quality of product, service levels and overall satisfaction.

Skills and qualifications required:

• College degree or equivalent experience, 2+ years management or supervisory experience in Rooms Division, preferably in a luxury setting. 
• Previous experience with Opera & Alice preferred.
• A successful candidate will have a flexible schedule, ability to work morning, afternoon, or evening shifts, weekends, and holidays. 
• Must be fluent in English, Bi-lingual Spanish speaker ideal.
• The qualified candidate will possess a passion for flawless service and the highest level of integrity, professionalism and work ethic.

Qualifications include but not limited to:

• Attention to detail
• Strong communication skills, both written and verbal
• Strong customer service skills
• Strong interpersonal and team player skills
• Handle all guest/associates interactions with the highest level of hospitality and professionalism
• Coach/Train/Supervise associates to achieve evolve behavior & benchmarks standards of Concierge/Supervisor/Butler/Administration Concierge

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability