Guest Services Manager

3 weeks ago

Hamilton, Canada Carmen's Group Full time

We are seeking a dynamic, personable, and passionate hospitality professional to join our C Hotel leadership team as our Guest Services Manager As a member of our team of champions, you will gain meaningful work experience in a welcoming and exciting environment where we lead by example and work together to deliver extraordinary experiences.

You will be responsible for driving group sales and achieving revenue targets, as well managing the day-to-day operations at the front desk, staff training, and inter-departmental communications. The Guest Services Manager ensures every guest experiences superior customer care.

**OUR AWARDS**:

- Great Place to Work Certified - 2022, 2023
- Most Trusted Executive Teams - 2023
- Best Places to Work in Hospitality & Retail - 2023
- Best Places to Work in Canada - 2024
- Best Workplaces for Women - 2024
- Best Workplaces for Mental Wellness - 2024

**RESPONSIBILITIES**:

- Oversee the daily operation of the C Hotel front desk
- Supervise and provide leadership, advice, support, guidance and direction to the guest services team
- Respond to RFPs for group bookings
- Use persuasive selling techniques to promote room sales, group sales, and corporate contracts
- Identify staffing needs and create a weekly schedule to accommodate hotel requirements; effectively matching personnel skills and experience with business needs
- Create, implement and regularly update standard operating procedures for the guest services team members to ensure consistent service and brand standards are met
- Be financially accountable in all guest services activities including but not limited to supplies, labour, and occupancy/RevPAR
- Ensure the Carmens Group brand and Best Western standards are upheld on a daily basis
- Review monthly commission statements for third party bookings
- Complete weekly summary and forecasting reports
- Participate in weekly revenue management calls and adjust rates according to demands and market analysis
- Work and communicate regularly with the Carmens Group Marketing and Best Western teams in the development in promotional strategies
- Manage and resolve all guest room complaints in a professional and courteous manner
- Communicate with Housekeeping and Events departments on a regular basis regarding room status and guest needs/requests
- Act as a representative for the C Hotel with our key partners, develop new community partnerships and maintain relationships for best business outcomes and community relations
- Evaluate levels of guest satisfaction and monitor trends with a focus on continuous improvement; maintain guest satisfaction by dealing with guest concerns
- Set department objectives, budgets, policies and procedures; proactively manage budget and resources to meet key performance indicators for guest experience, margins and financial improvements etc.
- Manage staff performance issues in compliance with company policies and procedures
- Uphold Carmens Group vision, purpose and values

**REQUIREMENTS**:

- Equivalent to completion of a post-secondary diploma in Hospitality, Tourism, Hotel Management or related field of study
- 2-3 years' experience working for a hotel or hospitality brand, preferably in a guest service agent capacity
- 1-2 years' previous experience in a leadership role within the hospitality industry including experience with: staff scheduling, guest interaction, staff performance management, training new and senior staff (retraining) and leading by example
- 1-2 years' customer service experience required
- Smart Serve Certification required
- Strong conflict resolution skills required
- Hotel room sales experience an strong asset
- Humble, uplifting, and supportive leadership style
- Proven time management skills with a strength for multitasking
- Organized, self-motivated and goal oriented
- High level of attention to detail as it relates to daily tasks
- A thorough understanding of the tourism and travel industry
- Knowledge of the Hamilton community an asset
- Experience using hotel software property management system required; experience with OPERA is considered an asset
- Schedule flexibility, including weekends, holidays, and overnight shifts as required

Carmens Group is an entertainment and hospitality company committed to creating extraordinary memories for our guests and clients. Driven by our passion, creativity, innovative thinking, and world class service, we have remained industry champions for over 35 years. We are committed to enriching the lives of our guests through providing one of a kind experiences at each of our venues including Carmens Event Centre, The C Hotel, The Lakeview, The Hamilton Convention Centre, and fig&lemon Catering, Mercanti Specialty Foods, and the Arlington Hotel & River’s Edge. We are devoted to bringing excitement to Hamilton and Southern Ontario, and to enhancing the image of Hamilton with every strategic initiative we pursue.
- Carmens Group makes certain there is an equal employment oppor

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