Guest Service Manager

VintageHotels&Niagara’sFinestHotelsiscurrentlyseekingaGuestServiceManagertojoinourgrowingteamThisisagreatopportunitythatcanprovideflexibility,valuableworkexperience,andachancetoworkwithatenuredteam.

JobTitle:GuestServiceManager

Property:Queen'sLanding

*Pleasenote:Byapplyingtothisposting,youareapplyingforopportunitiesthatmaybeavailableatanyVintageHotelsorNiagara'sFinestHotelsproperty.*

ThispostingisforanexistingvacancywithinLaisHotelPropertiesLimited.

PositionSummary:ToassisttheFrontOfficeManagerwiththedailyadministrativeandoperationalactivitiesrequiredforguestservicesincludingcheckin/outforasuperiorqualityhotelandconferencefacility.

DutiesandResponsibilities:

PrimaryResponsibilities:

• Providingpersonalizedandexceptionalguestserviceateverygivenopportunity
• Meetingestablishedup-sellingandsalesgoals
• PerformsalldutiesofaGuestServiceAgent
• Checkfrontdrivewayfortrashanddelegateorsweepasrequired.
• Checkfrontbrassdoorhandlesandluggagecarts.Delegate,asnecessary.
• Checkfrontdoorglass,forfingerprints,insideandout.Delegateasnecessary.
• Respondtovirtual,(Ivy),conciergetexts,asnecessary.
• Answeringtelephones.
• SupervisesandschedulesTeamMembersonadailybasis.
• Provideon-goingtrainingforallTeamMembers
• CoachallTeamMembers,(both“development”and“praise”)and“progressivecorrectiveaction”.
• Monitorstaffingneedsandlabourcosts,andadjustasnecessary.
• Processescashand/orcreditcardpayments
• Coordinatesroomavailabilitywithreservationsandotherdepartments,(Housekeeping&Engineering).
• Balanceroomsinventory.
• Monitoringroomupsells,(SUPs)andreportingtoAccounting.
• AssistswiththeresolutionsofGuestcomplaintsandappropriatefollow-upwiththeManagerand/orOperationsManagementasrequired
• Processesdailycashreportsandoccupancyreportsasrequired
• AssistsGuestswithquestions,orconcernsregardingthearea,thehoteland/oramenitiesifrequired.
• Answersandforwardstelephonecallstotheappropriatedepartmentand/orroom
• Workscloselyasaliaisonwithotherdepartmentssuchashousekeeping,conferencesand/orsalesdepartment,diningroomandotherdepartmentsasrequired
• AssiststheFrontOfficeManagerwithhumanresourcesfunctionsrelativetointerviewing,screening,andselectionofnewTeamMembers
• FillingDutyManagershiftswhenrequired
• HavingathoroughknowledgeofLaisHotelProperties’productsandservices
• SuggestingadditionalproductsandservicesmeetingourGuests’specificpreferences
• AssessingGuests’individualneedstomeetstandardsforadditionalproductsandservices
• ActivelyseekingwaystomeetGuests’productorserviceneeds
• Allotherdutiesasassigned

HealthandSafetyResponsibilities

• Asupervisorshallensurethataworker,

1. worksinthemannerandwiththeprotectivedevices,measuresandproceduresrequiredbytheOccupationalHealth&SafetyActandtheregulations;and
2. usesorwearstheequipment,protectivedevicesorclothingthattheworker’semployerrequirestobeusedorworn;
3. adviseaworkeroftheexistenceofanypotentialoractualdangertothehealthorsafetyoftheworkerofwhichthesupervisorisaware;
4. wheresoprescribed,provideaworkerwithwritteninstructionsastothemeasuresandprocedurestobetakenfortheprotectionoftheworker;and
5. takeeveryprecautionreasonableinthecircumstancesfortheprotectionofaworker

• Performdepartmentalworkplaceinspectionsasassigned
• Conductsafetytalksasassigned
• Conductincidentinvestigations
• Conductteammemberhealth&safetytrainingincludingStandardOperatingProcedures&PrimaryTrainingandperformingteammembersafetyobservance
• Alwaysensurethatworkplaceaccidents/injuriesarereportedimmediatelytoaManager/Supervisor.
• CooperatesintheReturn-to-WorkProgramofaTeamMember
• CorrectsubstandardactsorconditionsthroughHumanResourcesStandard&Procedure“C.15ProgressiveCorrectiveAction”
• Commendteammembersonsafeworkpracticesandperformance

ProfessionalRequirements:

• Grade12EducationcombinedwithCollegeorUniversitytraininginthehospitalityindustrypreferred
• Minimumof5yearsexperienceasaGuestServiceAgent
• Excellentcommunicationskillsbothwrittenandverbal
• Previousup-sellingand/orsalesexperienceisconsideredanasset

PersonalAttributes:

• Outgoingandfriendlywithapleasantprofessionalattitude
• Mustbeself-motivatedandateamplayer
• Goodlisteningskillsareessentialincombinationwithaboveaveragepatience
• Mustbeawellorganizedwiththeabilitytoprioritizeworkloadandplanningactivitieswithinthedepartment
• Diplomaticandtactfuldemeanorwheninteractingwithdifficultguests
• Confidenceissellingandup-sellingproductsandservices
• Positivesales-orientedpersonality
• Desiretomeetgoals
• Ethicalan