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Guest Services Manager

POSITION TITLE: GUEST SERVICES MANAGER

REPORTS TO: ASSISTANT GENERAL MANAGER

POSITION OVERVIEW:

You are responsible for leading a front desk team that delivers unique, genuine, and memorable guest experiences by using strong customer relations and leadership capabilities. You will need to make effective quick decisions and problem-solve to achieve the highest quality guest experience while ensuring compliance with brand and financial standards. You are responsible for guest services delivery in the breakfast room and at the front desk.

KEY AREAS OF RESPONSIBILITY:
OPERATIONS: To ensure the front desk runs efficiently and each guest has a comfortable stay while ensuring adherence to brand standards.

• Manage the day-to-day operations of the front desk to ensure adherence to the hotel’s brand standards.

• Be present in the lobby during peak times to greet guests and assist them with their needs or questions, ensure smooth check in/check out, and breakfast experience.

• Analyze, investigate, and promptly resolve guest issues or concerns that arise.

• Ensure and maintain exceptional guest satisfaction levels. Address areas of concern as needed.

• Responsible for correcting customer service issues and ensure proper handling of special requests, VIP’s and guest requirements.

• Maintain information on rates, specials, packages, programs, etc. and ensuring staff are fully trained in all areas.

• Ensure adherence to relevant legislation as it relates to fire, health and safety, accessibility, employment, etc.

• Maintain accurate cash flow sheets, direct bill accounts, credit card receipts, registration cards and responsible for overall accounting and

  computer procedures.

• Check previous day’s work (postings, deposits, cashier reports, petty cash receipts).

• Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments.

• Perform all tasks of a Guest Services Representative.

• Complete Manager on Duty reports and send to AGM prior to completion of each shift.

• Be a brand Ambassador

PEOPLE RESOURCES: Creating a respectful and caring, equitable, and positive environment which in turn contributes to the creation of a high performing front desk team.

• Provide direction, support, and motivation to the front desk team.

• Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour compliance, etc.)

• Responsible for training new front desk staff to ensure service levels are maintained.

• Promptly resolve employee problems and complete proper documentation in accordance with hotel policies and Employment Standards Act. (i.e., discipline, termination, etc.)

• Conduct quarterly feedback sessions with each staff member and coach staff to reach objectives for career development, training, and growth.

• Ensuring regular recognition of staff in exhibiting desired behaviours.

• Create and maintain a collaborative, respectful working environment where staff are respectful, supportive, provided the proper tools/training to do their jobs, and treated fairly.

• Coordinate procedures and systems to ensure hotel policies and practices are administered on a consistent and equitable basis.

• Support and promote a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making.

• Oversee and participate in the recruitment and onboarding process to ensure service levels are maintained using an inclusive hiring approach and in compliance with provisions in the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act and any other application legislation.

• Maintain a positive, welcoming, and inclusive working environment to attract and retain qualified talent.

FISCAL MANAGEMENT: Using all resources, supplies/products, and materials effectively and with foresight to budgetary guidelines.

• Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as department budgets.

• Assist in control of departmental expenses, including labour, in relation to budget

• Accuracy of department’s cashiering and consistent balancing of department’s float.

• Reconciliation of group accounts and packages.

• Ensure accuracy of computer input Opera (i.e., rate codes, rates etc.)

The above areas of responsibility are not all-inclusive and may be amended from time to time.

QUALIFICATIONS:

• Completion of secondary school plus additional post-secondary courses or equivalent.

• Minimum 2 years hospitality experience in a supervisory or management role.

• Must be flexible to work days, evenings, weekends, and holidays.

• Exceptional leadership, interpersonal, and communication skills.

• Proven success in delivering exceptional guest services and excellent interpersonal and employee relations skills.

• Ability to work under pressure.

• Must posses the ability to communicate effectively within a diverse team environment.

• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests.

KEY COMPETENCIES:

• Leadership

• Adaptability

• Service Focused

• Communication

• Teamwork

• Decision Making

• Problem-Solving

• Professionalism

• Results focused

TO APPLY:

Please send your resume to Alison Raposo at araposo@diamondhotels.ca