Guest Services Manager

1 week ago

Halifax, Canada Lord Nelson Hotel & Suites Full time

As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend


OVERVIEW:

The Guest Services Manager ensures that the Front Desk runs efficiently and profitably. They lead, motivate, and inspire the Front Desk team to deliver a high standard of customer services. This position requires a dynamic, highly organized, self-motivated team player who can best represent and lead the mission and vision of the company in this role, ensure the delivery of total guest satisfaction as measured through guest experience, establish key performance indicators, and other established criteria.

As the Guest Services Manager, you will act as a role model, sharing your experience and continually inspiring the front office team to go above and beyond.


RESPONSIBILITIES:

  • Manage the daily operations of the Front Desk, ensuring consistency and excellence in all operations.
  • Provide hands on supervision to Guest Service Agents and Supervisors as they carry out their daily tasks
  • Implement clear guidelines on Front Office procedures and policies and ensure these policies are followed consistently
  • Resolve guest issues and complaints as they arise, communicating areas of concern to the General Manager and related department heads
  • Cover desk shifts and staff breaks as required, particularly during high volume times.
  • Maintain open communication with other department leaders, principally Housekeeping managers and supervisors, Reservations and Maintenance.
  • Ensure the hotel achieves maximum occupancy, while maximizing revenue through upsell programs.
  • Issue bi-weekly schedule based on hotel and union requirements, ensuring the desk is adequately staffed according to expected business levels.
  • Complete payroll processes in an accurate and timely manner.
  • Ensure that special reservations such as group and package guests are properly set up and prepared for in advance of guest arrival.
  • Build and develop a strong Front Desk team through ongoing training and performance management
  • Train new staff members in property management system, payment processing, and hotel procedures and policies.
  • Address performance issues promptly and consistently to ensure errors are learned from and minimized standards are met
  • Implement and review procedures for emergency situations (fire, floods, etc.) in order to ensure the safety of staff and hotel guests
  • Carry out administrative duties as required to maintain smooth operation of Front Office department
  • Maintain all guest accounts, ensuring that billing information is accurate at time of check out
  • Other tasks as assigned


QUALIFICATIONS:

  • High school diploma or equivalent
  • Five (5) years working in a supervisory/management role.
  • At least two (2) years working in the front office management position.
  • Ability to train, develop and motivate new team members.
  • Working knowledge of Opera Cloud, Online travel agent portals, Word and Excel is an asset.

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