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Guest Service Manager

3 months ago

Guelph, Ontario, Canada Fairfield Inn and Suites Guelph Full time
Prior Hotel Experience would be an Asset.

Manages the Guest Services, Front Desk and Front Desk Operations, including Checkins, Checkouts, Guest Experience etc.

*Builds and contributes to a service culture that is characterized by empowered guest service specialists, providing engaging service and creating memorable experiences.

  • Manage Brand Standards Audits
  • Manage Guest Customer Satisfaction Scores and ensures they are above Brand Standards.
  • Should be able to work on job and have hands on experience with all operations of the hotel.

Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.

Maintains a strong team environment, placing emphasis on colleague satisfaction and development.

Contributes to an environment of continuous improvement by proactively identifying areas of improvement and collaborating on solutions.

Leads colleagues in a consultative style by providing encouragement, empowerment, support and coaching.

Ensures effective departmental communication, as well as liaising between various departments to establish proactive processes ensuring guest satisfaction.

Provides ongoing coaching and feedback to colleagues on guest service recovery and empowerment.

Understands colleague job roles, responsibilities and performance expectations in order to effectively support and manage on the floor.

Demonstrates team spirit and leads by example by supporting others, offering suggestions and taking initiative and ownership of actions.

Sets the highest standards in regards to grooming and overall professionalism.

Resolves all guests-related requests and /or concerns, in a professional and courteous manner.

Conducts pre-shift briefings.

Effectively develops departmental schedule, while optimizing staffing levels based on business volumes and demands.

Participates in training of colleagues; both new hire training, and ongoing role specific training. Ensures compliance with hotel and department specific policies and procedures, including health & safety, service standards, property specific systems and the collective agreement.

Attends and contributes to all Department Head and cross-functional departmental meetings

  • Cross Responsibility for all departments including guest services, house keeping, maintenance, breakfast etc

Salary:
$20.00-$20.10 per hour

Schedule:

  • Monday to Friday
  • Morning shift
  • Weekend availability

Ability to commute/relocate:

  • Guelph, ON: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 1 year (preferred)

Work Location:
One location