Guest Services Manager

4 weeks ago


Whitby, Canada Silver Hotel Group Full time

Guest Services Manager

We are currently hiring a Guest Services Manager to join our dynamic team. The Guest Services Manager will be responsible for all aspects of the daily operations of the front office in a hotel environment. The role includes working with the hotel team to develop strategies and coordinate programs to optimize guest and employee satisfaction, product quality, and revenue opportunities, and ensure the property’s ongoing competitiveness in the market.

The right candidate will be a dynamic leader, focused on service. We are seeking someone who can bring a new perspective to our offering. You have charisma and a "can do" attitude that engages people to want to do business with us. You have attention to detail and are self-motivated. You're open to new thoughts and ideas and enjoy working with people.

What We Offer

  • Work with like-minded team members who are passionate about their work and keep things fun, every day
  • Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun
  • A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world.
  • Education Reimbursement for you (and your children)
  • RRSP Matching Program
  • Annual Wellness Credit
  • Team Member Referral Program
  • Leadership Development
  • Team Building Events
  • Culture of Recognition Program
  • Hotel Stay Discounts

Key Responsibilities

Reporting to the General Manager, the Guest Services Manager will:

  • Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and employees;
  • Ensure guests receive prompt, professional attention and personal recognition;
  • Respond appropriately to guest complaints and implement service recovery gestures;
  • Maximize total hotel revenues including occupancy and RevPar;
  • Maintain all policies and internal controls related to front office operations;
  • Assist with recruitment, training, supervision, and discipline of Front Desk/Guest Services team members;
  • Ensure staff is properly trained on systems, security, and service standards;
  • Promote teamwork and quality service through daily communication with other departments;
  • Schedule staff within budgeted guidelines;
  • Organize and maintain front office records and equipment;
  • Assist in the preparation of annual business plans, budgets, and marketing plans;
  • Prepare, monitor, and maintain front office reports;
  • Perform other duties as assigned.

What We are Looking For...

  • Strong computer skills, with knowledge of Microsoft Office and Hotel Property Management Systems;
  • Organized, results-oriented, proven time management skills;
  • Effective communication skills, verbal and written;
  • Revenue Management skills and past involvement in the revenue management process an asset;
  • Strong leader who can develop the skills of others and thrives in a fast-paced environment;
  • Available to work days, nights, weekends, and/or holidays as required.

About Us

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition.

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

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