Guest Service Manager

Job Description

Summary of Responsibilities:

Reporting to the Front Office Manager, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
• Demonstrate Fairmont core values in all interactions
• Motivate, lead, coach and manage all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results
• Assist the Front Office Manager in managing all aspects of Front Office Operations, providing support to Guest Service Agents and leading the team in the absence of the Front Office Manager
• Balance operational, administrative and colleague needs
• Conduct shift briefings and departmental meetings ensuring that colleagues are well informed and prepared to deliver outstanding service
• Complete regular quality assurance inspections and coach staff accordingly
• Resolve guest concerns in a prompt and efficient manner, follow correct documentation procedures and ensure managers and relevant departments are notified in a timely manner
• Reconcile cash and credit card transactions daily, which includes cash handling and responsibility for holding and balancing a float
• Manage after hours reservation functions
• Liaise with our group contacts to ensure that all of our groups’ needs are well planned and achieved
• Schedule and manage staff to support both our service level commitments and labour cost goals
• Follow and ensure compliance with all corporate, hotel and departmental policies and procedures
• Participate in hotel committees

• Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following an epidemic (whether local or global) that are established by Accor, local government, international bodies including the World Health Organization (WHO) and Center for disease control (CDC)
• Perform any other duties, tasks, and assignments within your department as required.

Qualifications

Qualifications:

• An undergraduate degree in Hospitality Management is strongly preferred
• Minimum of 3 years’ supervisory experience in Front Desk / Guest Relations / Guest Services role in a luxury hotel environment is required
• At least 1 year international experience in a luxury hotel is strongly preferred
• Proven ability to focus attention on guest needs, remaining calm and courteous at all times
• Proven strong supervisory/leadership skills and the ability to meet high levels of service excellence is required
• Proven ability to work cohesively as part of a team in a multicultural, diverse environment
• Proven strong organizational and analytical skills
• Proven ability to work efficiently in a demanding and fast paced environment
• Energetic, enthusiastic, self-motivated and a charismatic team player
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and MS Office Suite is an asset

Strong work ethic, highly responsible, and reliable. The ability to work shifts, extended hours including evenings, weekends and public holidays is required

Additional Information

• Physical Aspects of Position (includes but are not limited to):

  • Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day
  • Visual Effort: Medium
  • Environmental Stress: Busy Atmosphere