Guest Services Manager

Location

Kingston, ON | Canada

Job description

POSITION OVERVIEW:

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

KEY AREAS OF RESPONSIBILTY:

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

• Manage the day-to-day operation of the hotel front office to ensure adherence to hotels brand standards
• Analyze, investigate, and promptly resolve guest and employee issues and any other problems that may arise
• Prepare staff schedule for front desk, complete payroll and monitor labor costs to budget figures
• Ensure and maintain exceptional guest satisfaction levels
• Responsibility for correcting customer service issues and ensure proper handling of special requests, VIPs, and guest requirements
• Analyze market rates daily and perform necessary strategic revenue management tactics to ensure our hotel remains competitive
• Maintain information on rates, specials, packages, programs, etc. and ensuring staff are trained in all areas
• Ensure adherence to relevant legislation as it relates to fire, health & safety, accessibility, employment, etc.
• Check, approve and code invoices and follow guidelines as per accounting procedures
• Maintain accurate cash flow sheet, direct bill accounts, credit card receipts, registration cards, and reservation cards, and responsible for overall accounting and computer procedures
• Oversee performance of POS software and updates
• Check previous day’s work (i.e., posting deposits, cashier reports, petty cash receipts)
• Promote teamwork and quality guest service through effective communication and coordination with other departments
• Perform all tasks of a Guest Service Representative
• Completion of Duty Manager Reports
• Completion of weekly reports, forecast, reservations on the books, scheduling, and payroll input
• Conduct monthly department meetings and take minutes

PEOPLE RESOURCES: Creating a respectful and caring, equitable, and positive work environment which in turn contributes to 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, labor compliance, etc.)
• Responsible for recruiting and training front desk and breakfast room employees 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, terminations, etc.)
• Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training, and growth
• Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
• 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 (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA) and any other applicable legislation
• Ensuring regular recognition of staff in exhibiting desired behaviors
• 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 departmental budgets including labor
• Assist in control of departmental expenses, including labor, 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 (i.e., rate cods, etc.)

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

QUALIFICATIONS:

• Completion of a 2-year community college diploma in relates field or equivalent
• Minimum 2 years front desk experience in a leadership role.
• Guest service oriented with exceptional communication, time management, and upselling skills
• Superior interpersonal and employee relations skills with the demonstrated ability to motivate and lead a team to achieve overall goals
• Ability to handle high pressure situations with tact and diplomacy
• Must be willing to work a flexible schedule, including evening and weekends, and as necessary to meet the guests needs
• Exceptional leadership and communication skills.
• Proven success in delivering exceptional guest services
• Must possess 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
• Sufficient Computer skills to allow proficient use of company issued software programs (Opera, Microsoft Office, etc.)

Job Types: Full-time, Permanent

Salary: $45,000.00-$50,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Work Location: In person

Job tags

Salary