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Job Descrption

POSITION TITLE: Guest Services Manager

REPORTS TO: GENERAL MANAGER

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 RESPONSIBILITY:

Operations
• 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
• 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 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
• 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 codes, etc.)

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

KEY COMPETENCIES
• Leadership
• Adaptability
• Service Focused
• Communication
• Teamwork
• Decision Making
• Problem Solving
• Professionalism
• Financial management

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, Excel, Microsoft Office, etc.)

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk, or hear, and use hands to handle, or feel objects, tools, or controls. The employee is occasionally required to walk and reach with hands and arms. Involves sitting most of the time but may involve walking or standing for brief periods of time. Data entry and other tasks may require sitting at a computer for several hours. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The noise level in the environment is moderate.

Job Types: Full-time, Permanent

Benefits:
• Dental care
• Extended health care
• On-site parking

Schedule:
• Holidays
• Monday to Friday
• Overtime
• Weekends as needed

Work Location: In person

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