Guest Services Manager

2 weeks ago

Vancouver, Canada Marriott International, Inc Full time

**Additional Information** Overnight relief shifts required, Bonus Eligible

**Job Number** 23105804

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**
- Travel Award of $500 Marriott Gift Card. To be eligible, you must not be currently employed by Marriott International, Inc. or any of its subsidiaries and complete six (6) months in the new position.

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES**

**Leading Guest Services Teams**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

**Maintaining Guest Services and Front Desk Goals**
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Responds to and handles guest problems and complaints.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Strives to improve service performance.
- Provides immediate assistance to guests as requested.
- Ensures employees understand customer service expectations and parameters.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.

**Implementing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
- Manages payroll administration.

**Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Participates in employee progressive discipline procedures.
- Uses all available on the job training tools for employees.
- Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employ

  • Guest Services Manager

    1 month ago

    Vancouver, Canada The Westin Full time

    Additional Information Bonus Eligible, Flexible Work Possibilities Job Number 24049063 Job Category Rooms & Guest Services Operations Location The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Serves as the property Manager on Duty...

  • Manager, Guest Services

    1 month ago

    Vancouver, Canada BC Pavco Full time

    Our vision is to be the global leader in outstanding venues and events with a mandate to generate economic and community benefit for the people of British Columbia through prudent management of public facilities. The Manager, Guest Services is responsible for the Guest Services Centre (GSC) and related team, including direct reporting of the Guest Services...

  • Guest Services Manager

    3 weeks ago

    Vancouver, British Columbia, Canada The Westin Bayshore Vancouver Full time

    Additional Information Bonus Eligible, Flexible Work Option, Full Benefits & PensionJob Number Job Category Rooms & Guest Services OperationsLocation The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Serves as the property Manager on Duty...

  • Overnight Guest Services Manager

    3 weeks ago

    Vancouver, Canada Westin Hotels & Resorts Full time

    JOB SUMMARY Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the...

  • Guest Services Manager

    1 day ago

    West Vancouver, Canada Cypress Mountain Full time

    This dynamic role of Guest Services Manager oversees the daily operations of the busy Guest Services Office as well as the Downhill Ticket Office & Communications Centre. They manage and support the activities of the Front Line Teams in the three areas as well as the Supervisors. Customer care and Team engagement are the primary focusses of this role....

  • Overnight Guest Services Manager

    3 weeks ago

    Vancouver, British Columbia, Canada The Westin Bayshore, Vancouver Full time

    Additional Information Bonus Eligible, Flexible Work Option, Full Benefits & PensionJob Number Job Category Rooms & Guest Services OperationsLocation The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJob SummaryServes as the property Manager on Duty...

  • Guest Services Supervisor

    4 weeks ago

    Vancouver, Canada Hotel Blu Vancouver Full time

    **Hotel: Hotel BLU** **Position: Guest Services Supervisor** As member of Hotel BLU Vancouver Front Office team, the Guest Services Supervisor(GSS) plays a key role in attending to the immediate needs of each guest, prior their arrival at the hotel, during their stay and through to their final departure. In addition the GSS will act as the immediate...

  • Guest Service Associate

    1 month ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **ABOUT US** The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves;...

  • Guest Service Associate

    1 month ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **COMPANY**:Sheraton Vancouver Wall Centre Hotel **BUSINESS ADDRESS**: 1088 Burrard St, Vancouver, BC V6Z 2R9 **JOB TYPE**:Permanent **GUEST SERVICE ASSOCIATE** The Guest Service Associate (GSA) is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. In this position, you will...

  • Guest Services Agent

    4 weeks ago

    Vancouver, Canada Hotel Blu Vancouver Full time

    As a member of Hotel BLU Guest Services Team, you will be offering genuine hospitality and personalized upscale service in a warm and welcoming environment. You will be responsible for attending to the day to day front of house operation, as well as when requested, conducting a nightly audit, balancing and consolidating departmental ledger accounts, and...

  • Guest Service Supervisor

    1 month ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **ABOUT US** The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves;...

  • Guest Service Supervisor

    4 weeks ago

    Vancouver, Canada Sheraton Vancouver Wall Centre Hotel Full time

    **ABOUT US** The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves;...

  • Director, Guest Services

    7 days ago

    North Vancouver, Canada Arc'teryx Full time

    **Department**:Commercial - Guest Services **Reports to**:VP, Guest Services **Location**: North Vancouver, B.C. **Your Opportunity at ARC’TERYX**: - As the Director, Guest Services you will play a pivotal role in shaping our guest experience, ensuring that all Guest Services operations, processes, and technologies not only meet but exceed the...

  • Hotel Guest Service Duty Manager

    1 month ago

    Vancouver, Canada The Sylvia Hotel Full time

    The Sylvia Hotel is Vancouver’s most iconic hotel with the best location in the city. We are currently seeking an experienced Front Desk MOD to join our team. The Front Desk MOD at the Sylvia Hotel understands the true meaning of guest service. They maintain a high level of professionalism and are result driven and have the confidence and abilities to...

  • Guest Service Agent

    1 week ago

    North Vancouver, Canada Holiday Inn & Suites North Vancouver Full time

    The Holiday Inn & Suites North Vancouver is looking for a dynamic, customer service focused individual with a strong work ethic to join our Guest Services team. Reporting to the Guest Services Manager, the Guest Services Agent is responsible for handling reservations and front office tasks in a courteous and efficient manner. - Provide exceptional guest...

  • Guest Services-Hostess

    2 days ago

    Vancouver, British Columbia, Canada Hydra Estiatorio Mediterranean Full time

    The Executive Table Group (ETG) is a renowned food and beverage group in Vancouver, BC, known for its exceptional dining experiences, premium hospitality services, and exquisite culinary offerings. Our mission is to deliver unparalleled food and beverage experiences that leave our guests amazed, and our team members proud to be part of a fun, innovative, and...

  • Guest Services Agent

    1 day ago

    Vancouver, British Columbia, Canada The Westin Full time

    Additional Information Pay: $21.00/hour, 6 months pay is $24.50/hour and the one-year pay is $28.00/hour. Seasonal, Full Time, Overnights shiftJob Number Job Category Rooms & Guest Services OperationsLocation The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type...

  • Guest Services Agent

    1 day ago

    Vancouver, British Columbia, Canada The Westin Bayshore, Vancouver Full time

    Additional Information Pay: $21.00/hour, 6 months pay is $24.50/hour and the one-year pay is $28.00/hour as per CBA, Seasonal position, Full TimeJob Number Job Category Rooms & Guest Services OperationsLocation The Westin Bayshore Vancouver, 1601 Bayshore Drive, Vancouver, BC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type...

  • Guest Services Coordinator

    4 weeks ago

    Vancouver, Canada Vancouver Convention Centre Full time

    At the Vancouver Convention Centre, a division of BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture. As British Columbia’s flagship convention centre, we host more than 500 events each year and welcomes hundreds of thousands of global attendees to...

  • Guest Services

    1 month ago

    North Vancouver, Canada The Polygon Gallery Full time

    The Polygon Gallery - Front-line - Part Time | - Casual/On-call - 101 Carrie Cates Court North Vancouver - 2 position available - Assessible Employer: Yes - Open to International applicants with valid Canadian Work permits: Yes Posted on May 23, 2023 A waterfront landmark on Vancouver’s North Shore, The Polygon Gallery inspires and provokes cultural...