Guest Services Manager

4 weeks ago


Hamilton ON, Canada Carmen's Group Full time

We are seeking a dynamic, personable, and passionate hospitality professional to join our C Hotel leadership team as our Guest ServicesManager As a member of our team of champions, you will gain meaningful work experience in a welcoming and exciting environment where we lead by example and work together to deliver extraordinary experiences.

You will be responsible for managing the day to day operations at the front desk, staff training, group sales and inter-departmental communications. The Guest Services Manager ensures every guest experiences superior customer care.

OUR AWARDS:
  • Great Place to Work Certified – 2022, 2023
  • Most Trusted Executive Teams – 2023
  • Best Places to Work in Hospitality & Retail – 2023
  • Best Places to Work in Canada – 2024
  • Best Workplaces for Women – 2024
RESPONSIBILITIES:
  • Oversee the daily operation of the C Hotel front desk
  • Supervise and provide leadership, advice, support, guidance and direction to the guest services team
  • Identify staffing needs and create a weekly schedule to accommodate hotel requirements; effectively matching personnel skills and experience with business needs
  • Create, implement and regularly update standard operating procedures for the guest services team members to ensure consistent service and brand standards are met
  • Be financially accountable in all guest services activities including but not limited to supplies, labour, and occupancy/RevPAR
  • Respond to RFPs for group bookings
  • Ensure the Carmens Group brand and Best Western standards are upheld on a daily basis
  • Review monthly commission statements for third party bookings
  • Complete weekly summary and forecasting reports
  • Participate in weekly revenue management calls and adjust rates according to demands and market analysis
  • Work and communicate regularly with the Carmens Group Marketing and Best Western teams in the development in promotional strategies
  • Use persuasive selling techniques to promote room sales, group sales and corporate contracts
  • Manage and resolve all guest room complaints in a professional and courteous manner
  • Communicate with Housekeeping and Events departments on a regular basis regarding room status and guest needs/requests
  • Act as a representative for the C Hotel with our key partners, develop new community partnerships and maintain relationships for best business outcomes and community relations
  • Evaluate levels of guest satisfaction and monitor trends with a focus on continuous improvement; maintain guest satisfaction by dealing with guest concerns
  • Set department objectives, budgets, policies and procedures; proactively manage budget and resources to meet key performance indicators for guest experience, margins and financial improvements etc.
  • Manage staff performance issues in compliance with companypolicies and procedures
  • Uphold Carmens Group vision, purpose and values
REQUIREMENTS:
  • Equivalent to completion of a post-secondary diploma in Hospitality, Tourism, Hotel Management or related field of study
  • 1-2 years' experience working for a hotel or hospitality brand, preferably in a guest service agent capacity
  • 1-2 years' previous experience in a leadership role within the hospitality industry including experience with: staff scheduling, guest interaction, staff performance management, training new and senior staff (retraining) and leading by example
  • 1-2 years' customer service experience required
  • Smart Serve Certification required
  • Strong conflict resolution skills required
  • Hotel room sales experience an asset
  • Humble, uplifting, and supportive leadership style
  • Proven time management skills with a strength for multitasking
  • Organized, self-motivated and goal oriented
  • High level of attention to detail as it relates to daily tasks
  • A thorough understanding of the tourism and travel industry
  • Knowledge of the Hamilton community an asset
  • Experience using hotel software property management system required; experience with OPERA is considered an asset
  • Schedule flexibility, including weekends, holidays, and overnight shifts
Carmens Group is an entertainment and hospitality company committed to creating extraordinary memories for our guests and clients. Driven by our passion, creativity, innovative thinking, and world class service, we have remained industry champions for over 35 years. We are committed to enriching the lives of our guests through providing one of a kind experiences at each of our venues including Carmens Event Centre, The C Hotel, The Lakeview, The Hamilton Convention Centre, and fig&lemon Catering, Mercanti Speciality Foods, and the Arlington Hotel & River’s Edge. We are devoted to bringing excitement to Hamilton and Southern Ontario, and to enhancing the image of Hamilton with every strategic initiative we pursue.

Carmens Group makes certain there is an equal employment opportunity for all employees and applicants for employment.Carmens Group will strive to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability during the recruitment process, please notify People & Culture upon scheduling your interview.

#J-18808-Ljbffr

  • Hamilton, Canada TownePlace Suites by Marriott Hamilton Full time

    **POSITION**:Guest Services Ambassador **STATUS/LENGTH**: Full-Time **HOURS OF WORK**:40 per week **SUMMARY OF DUTIES**: Reporting directly to the Guest Service Supervisor. With Sales administrative responsibilities that will be supervised by the Sales Manager, this position is responsible supporting all aspects of Guest Service Supervisor role and...


  • Hamilton, Canada Vrancor Full time

    **POSITION AVAILABLE: Guest Service Agent** **REPORTS TO**:Guest Services Manager** **LOCATION: Staybridge Suites Hamilton** **ADDRESS: 20 Caroline St. South Hamilton, ON L8P 0B1** **SUMMARY**: Under the general guidance and supervision of the Guest Services Manager, the Guest Service Agent is responsible to ensure guest satisfaction by dealing with...


  • Hamilton, Canada Carmen's Group Full time

    The C Hotel by Carmen’s is a chic retreat located in Hamilton. At the heart and soul of the C Hotel’s success is a remarkable team, who have been nationally recognized for their sincere and attentive service, flawless performance and culinary excellence. The C Hotel by Carmen’s is part of Carmen’s Group; an entertainment and hospitality company...


  • Hamilton, Canada Hamilton Tiger-Cats Football Club Full time

    The Hamilton Tiger-Cats and Forge FC Guest Experience Department strives to offer a world class fan experience, creating exemplary moments that set a new standard for guests that enter our venue. The Guest Experience Intern will play a key role in executing and improving departmental programs to ensure all guests at Tim Hortons Field receive the best...

  • Guest Service Agent

    5 days ago


    Hamilton, Canada Hampton Inn by Hilton Hamilton Full time

    **Job description** **POSITION AVAILABLE: GUEST SERVICE AGENT - FULL TIME** **REPORTS TO**:GUEST SERVICES MANAGER** **ADDRESS**: Hampton Inn by Hilton Hamilton 7 Queen Street North, Hamilton, ON L8R 2T9 **SUMMARY**: Under the general guidance and supervision of the Guest Services Manager, the Guest Service Agent is responsible to ensure guest...


  • Hamilton, Canada Guest Plumbing & HVAC Full time

    At Guest Plumbing and HVAC, our core focus is Enhancing Our Communities and Creating Comfortable Spaces. We are currently looking for dynamic, personable **Experienced Apprentice Plumbing Technician (3rd,4th,5th year)** to support our team as we expand. We are looking for highly motivated, solution driven team members to join Guest! - **Who we are**:_ Our...


  • Hamilton, Canada Guest Plumbing & HVAC Full time

    At Guest Plumbing and HVAC, our core focus is Enhancing Our Communities and Creating Comfortable Spaces. We are currently looking for dynamic, personable **Experienced Apprentice Plumbing Technician (3rd,4th,5th year)** to support our team as we expand. We are looking for highly motivated, solution driven team members to join Guest! - **Who we are**:_ Our...


  • Cornwall, ON, Canada Away Resorts Ltd Full time

    Hours of Work : 16 hours per week - Part Time Location : Tattershall Lakes, Lincolnshire Location:  The Lakes Rookley, Isle of Wight Salary:  £11.44 per hour What we need in a nutshell  We want you to make our guests feel personally welcomed, cared for, and inspired to have their best holiday ever, from the moment they check in to the moment they...


  • Hamilton, Canada Petro-Canada Full time

    We are a dynamic Petro-Canada gas station with a self-serve car wash and U-Haul operations. We have a great team and are looking to employ a new part-time or full-time Guest Service Attendant on a permanent basis. **Salary**: $20,000.00-$27,000.00 per year. **Job Types**: Full-time, Part-time, Permanent **Salary**: From $25,000.00 per...

  • Guest Service Agent

    3 weeks ago


    Toronto, ON, Canada Drake Art Full time

    Celebrating its 20th anniversary this year, The Drake is a growing Canadian hospitality brand focused on lifestyle hotels, food + drink and special events. We’re more than a place to sleep, eat + drink; we believe culture and community matter and are committed to an exceptional hospitality experience delivered in our signature style; one that is genuine,...


  • Niagara-on-the-Lake, Canada Niagara Pet Resort Full time

    We are looking for an adaptable, hardworking Guest Services Administrator to oversee the daily operations of our pet resort. As a Guest Services Administrator, you will manage all reception activities including retail and see to the functionality of hotel amenities (such as the blow dry bar, drive thru, and daycare services). You will provide a smooth...

  • Guest Services Agent

    4 weeks ago


    Niagara-on-the-Lake, Canada Holiday Inn Express Niagara-on-the-Lake Full time

    The Holiday Inn Express & Staybridge Suites hotels are actively recruiting for our Guest Services team, who will help to create unique, fun and memorable experiences for those travelling to the area and who are calling us "home". Flexible scheduling available for either part-time hours and/or seasonal full-time hours. RESPONSIBILITIES - Answers internal or...


  • Hamilton, Canada McMaster University Hospitality Services Full time

    Job Type: Full Time Salary Perks: - $54,000 to $58,000 - Full Benefit Plan - Matching RRSP - Tuition Reimbursement - Minimum 15 Vacation Days - 5 Personal Days - Paid Mobile Plan - Meals - Employee Assistance Program As the Assistant Manager, you are expected to lead your team in all aspects of the food service outlet through the following...


  • Niagara-on-the-Lake, Canada Niagara Holiday Rentals Full time

    **Guest Experience Specialist** **Role and Responsibilities**: Are you a student in the fields of hospitality, customer service, or business, looking for an exciting opportunity to kickstart your career? Or possibly a Travel Agent looking for part-time work? Niagara Holiday Rentals might just be the perfect fit for you! We're a highly successful short-term...


  • Toronto, ON, Canada RioCan Full time

    Who We Are RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept almost 30 years ago and have transformed Canadian real estate. We are proud to be recognized as one of Canada's Greenest...


  • Toronto, ON, Canada Lexus LC Full time

    Service Manager - Elevate Your Career at Downtown AutoGroup! Do you believe in delivering exceptional guest experience and have a strong track record as an effective Service Manager? Downtown AutoGroup is seeking committed Service Managers to join our dynamic leadership team! Downtown AutoGroup is not just a collection of dealerships; we are a community...


  • Toronto, ON, Canada Drake Art Full time

    Celebrating its 20th anniversary this year, The Drake is a growing Canadian hospitality brand focused on lifestyle hotels, food + drink and special events. we believe culture and community matter and are committed to an exceptional hospitality experience delivered in our signature style; We value honesty and spontaneity because that's the stuff of real...


  • Toronto, ON, Canada Four Seasons Hotels Ltd Full time

    Coordinator, Residential Guest Relations page is loaded Coordinator, Residential Guest Relations Apply locations Four Seasons Corporate Office Toronto time type Full time posted on Posted 2 Days Ago job requisition id REQ10314111 About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to...

  • Dietary Aide/server

    4 weeks ago


    Hamilton, Canada SeePlus Healthcare Services Full time

    Responsibilities: - Provide excellent customer service to all guests - Take food and drink orders accurately and promptly - Ensure proper food handling and preparation techniques are followed - Maintain a clean and organized work area - Process payments and handle cash transactions - Collaborate with kitchen staff to ensure timely and accurate delivery of...

  • Assistant Manager

    5 days ago


    Hamilton, Canada Tim Hortons | Klasanna Mgmt. Inc Full time

    The Tim Hortons Assistant Manager position assists in managing all aspects of a restaurant’s operation in order to ensure that Tim Hortons’ standards around people, product, cleanliness and an Exceptional Guest Experience are fulfilled. The Assistant Manager will also assist in sustaining, directing, and increasing sales growth and profit...