Manager, Guest Services

2 weeks ago

Dawson City, Canada Princess Cruises and Holland America Line Full time
Manager, Guest Services

Department: Guest Services

Employment Type: Seasonal - Full Time

Location: Westmark Inn Dawson City


Description

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation.

Our Guest Services Manager oversees the buzzing hub of the hotel and is a vital position for all hotel operations. You will oversee all guest service desk operations while providing excellent service to our guests and employees. The Guest Services Manager will apply knowledge of company products, optional tours, services, local information, policies, and procedures while supporting the overall goals of the company. Be part of the team who shares their backyard with guests. Live a summer of adventure and memories, creating your own and those for others.


Responsibilities
  • Supervise, train, and give regular performance guidance to reporting employees.
  • Provide excellent customer service and analyze guest situations, investigate problems and determine solutions within company policies, procedures, and guidelines.
  • Communicates and coordinates with multiple departments and third-party vendors in a friendly and professional manner to process requests and accommodations.
  • Apply knowledge of company products, tours, services, and operations for guests and employees to enhance the vacation and work experience.
  • Monitor/Create bookings, take payment, and process refunds for hotel rooms, amenities, and tours. Oversees daily sales and completes accounting duties.
  • Maintain records, reports, logs, and files in accordance with company policies, procedures, and guidelines.
  • Answer and re-direct telephone calls as needed; greet and interact with guests at the desk or designated areas.
  • Monitor alarm panel and communicate with guests, employees, security, and management in the event of an emergency.
  • Keep work and lobby areas organized, clean, and sanitized.
  • Perform Guest Service Representative duties when necessary.

Requirements
  • Must be able to lift 25 lbs./11kg.
  • Hospitality-related degree or equivalent certification preferred. Work experience in hospitality-related positions may be considered in lieu of the educational requirement.
  • At least two years of experience in a hospitality-related position and supervisory experience in a business environment are preferred.
  • Valid Driver’s License (not revoked or suspended) with fewer than three moving violations preferred.
  • Must pass a pre-employment background check.
  • Minimum age of 18 years is required to reside in company housing, where available.
  • Participates in HAP’s sustainability program, aka “Sustain Alaska & the Yukon”, and efforts by actively recycling (where available), reducing waste, and educating guests about our commitment to the environment.
  • Participate in HAP’s safety culture to ensure a safe workplace for all team members and a safe vacation experience for all guests.
  • Dedicated to delivering excellent customer service to all guests, coworkers, and vendors.
  • Dedicated commitment to a diverse, equitable, and inclusive work environment.
  • Must be able to legally work in Canada.

Knowledge, Skills, & Abilities:
  • Proficient in computer-based programs (Property Management System, Microsoft Outlook, Word, and Excel).
  • Ability to prioritize work, and maintain attention to time constraints, while working in a team or group environment. You must also have the ability to organize work, meet deadlines, maintain attention to detail and accuracy, and supervise and manage staff.
  • Ability to work in a fast-paced environment with multiple tasks and external influences.
  • Ability to work independently with minimal supervision while achieving daily goals.
  • Ability to support and comply with company policies, procedures, and guidelines including support and comply with company health and safety standards.
  • Ability to stand/walk/work on feet for a minimum of 8 hours per day.

Benefits
  • Travel - FREE CRUISE AFTER YOUR FIRST SEASON
  • Reward for Referral Program
  • Experience – Of a lifetime
  • Rewards & Incentives
  • Community Service
  • Employee Activities
  • Professional Growth

HAP Alaska Yukon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status.

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