Guest Services Manager

Job Description

• Consistently offer professional, friendly and engaging service
• You work with the Front Office Leadership Team to lead and manage the day-to-day operation and long term strategic planning of the Guest Services department
• You assist the Director of Rooms in all aspects of the department and ensure service standards are followed
• You will be the head of department for Concierge, Bellman and Doorman
• You will be considered the Forbes trainer for the Front Office Department
• You are able to manage the operation and make decisions in the absence of senior leadership
• You are familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Guest Services and Food & Beverage, providing hands-on support as needed
• You ensure that the entire Front Office and the surrounding areas including Lobby, Concierge, Front Desk, and Front Drive is continuously clean and tidy
• You provide managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• You promote a positive work environment for the optimal employee experience in order to create the desired guest experience
• You complete People & Culture responsibilities including but not limited to performance feedback, recognition program, employee satisfaction action plans, payroll and scheduling, standard operating procedures creation, and training and onboarding
• Must maintain a flexible schedule and be available to work overnight shifts when operational needs require, including occasional coverage of overnight operations.
• You manage staffing levels in response to business levels and in accordance with CBA contracts
• You greet, welcome, and farewell guests and colleagues pleasantly and professionally
• You establish and maintain an effective working relationship with co-workers
• You work cohesively with fellow colleagues as part of a team with minimum supervision
• You conduct regularly scheduled departmental meeting and pre-shift briefings
• You balance operational, administrative, and colleague needs
• You are responsible for identifying any training needs of Guest Services Team and creating action plans to develop the team’s skills
• You ensure enough supplies of all operational items are in storage
• You assist guests regarding any requests informatively and in a helpful manner
• You resolve guest complaints and concerns with a solution that is tailored to the guests and is solved in a timely manner
• You handle guest concerns effectively and efficiently, include logging and notifying proper areas
• You assist the guests with any comments, questions, or concerns during their stay
• You make recommendations for activities and restaurants
• You assist with luggage and transportations inquiries
• You enroll guests to Accor Live Limitless loyalty program and update profiles when applicable
• You liaise with other Departments in regards to special Guest requirements (i.e. Guest Services, Guest Experience, Housekeeping, In Room Dining, and Engineering)
• You are present at the Reception desk whenever possible
• You deal promptly and effectively with any complaints
• You coordinate arrivals and departures, monitor waiting times, always keep guests informed and ensure that they are as comfortable as possible
• You conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• You are familiar with Hotel’s technology and communication platforms, and utilize to ensure hotel operation and guest satisfaction
• You are timely, accurate and courteous during all interaction with guests and colleagues
• You inform security of any unusual disturbances
• You maintain a Safe, Hazard Free, and Organized work environment
• You complete various assignments as requested by hotel management
• You oversee the daily task performed by the Guest Services Team to ensure accuracy, completion and flow of service
• You assist with guest and employee issues and questions
• You are an inspiration to all hotel staff to achieve luxury levels of performance
• You act as a lead for Guest Services and ensure that guest and employee issues are resolved and the guest is satisfied
• You provide employee motivation and support
• You onboard and train new employees
• You monitor, document, and notify the Director of Rooms of any concerns or issues that may impact the operation and the achievement of department goals and objectives
• Other duties as assigned

Qualifications

• Previous experience in managing Guest Services, Concierge or Valet Parking
• Experience in 5-star Forbes hotel is required
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm, and courteous at all times
• Get along with all kinds of people
• Stand and walk for long periods of time
• Analyze and interpret established policies
• Make business decisions based on productions reports and similar facts as well as on your own experience and personal opinions
• Deal with the general public, customers, employees, with tact and courtesy
• Ability to plan and organize the work of others
• Change activity frequently and cope with interruptions
• Communicate effectively to all types of audiences
• Ability to provide specific oral or written instructions
• Accept full responsibility for managing an activity
• Must be flexible with schedule - ability to work weekdays, weekends, holidays, evening and overnight shifts
• High school diploma
• University degree or College diploma in Hotel Management preferred
• Minimum of two year’s work experience in relevant discipline beneficial
• Minimum of one year’s work experience in a supervisory/management role beneficial
• Minimum of one year’s work experience in a luxury hotel beneficial
• Previous PMS experience required, Opera experience an asset
• Computer literate in Microsoft Window applications required
• Fluent spoken and written English
• Fluency in a second language is an asset
• Requires mathematical development sufficient to be able to: Add, subtract, multiply, and divide all units of measure
• Ability to be observant with meticulous attention to detail
• Ability to follow instruction and work quickly and thoroughly
• Ability to think through situations in a rational manner while under pressure
• Logical and structured thinking, balancing budgetary and guest’s needs
• Ability to see the bigger picture and possible repercussions of decisions
• Being able to determine which department could best help the guest
• Staying calm when assisting a guest and colleague in emergency situations, and knowing what questions to ask
• Active movements- Ability to walk, stand, kneel and bend for up to 8 hours a day
• Ability to work under pressure and stress
• Ability to work at a fast pace
• Ability to ascend and descend stairs safely
• Lifting 100 lbs. maximum with frequent lifting
• Carrying of objects weighing up to 100 lbs.

Additional Information

All your information will be kept confidential according to EEO guidelines.