Guest Services Manager

7 months ago

Ottawa, Canada Holiday Inn Ottawa Downtown Parliament Hill Full time

**Job Summary**

The incumbent is responsible for Managing and participating in the day to day operation of Guest Services & Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

**Major Duties and Responsibilities**
- Develop, prepare, execute & achieve financial goals.
- Supervises all aspects of the Front Office/Guest Services (Night Audit and Reservations). Assist in the operation of all departments.
- Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
- Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
- Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
- Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
- Recommends, develops and implements staff incentives designed to increase revenues.
- Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
- Schedules and assist in training Managers on Duty, to represent Management during irregular business hours.
- Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
- Implement & maintain all company policies & procedures.
- Supervises the reservation functions including Yield Management System to ensure maximum RevPar.
- Assists hotel management as directed with development of special reports and/or special projects.
- Develops and prepares jointly with the General Manager, the room revenue budget.
- Administers and maintains all uniforms and inventories, including printed materials.
- Manager on Duty shifts are required on weekends. Oversee day-to-day operations.
- Must be available days, evenings, weekend and holidays.
- Duties associated with Guest Services Manager position including but not limited to the above.

**Minimum Qualifications and Skills**
- 2-3 years of supervisor experience in a guest service environment.
- Hotel or post-secondary degree/diploma an asset.
- Ability to set procedures relating to groups according to company policy and Yield Management targets.
- Excellent organizational, written and oral communication.
- Ability to deal with all levels of management and staff in a professional manner.
- Assist the General Manager in producing hotel forecast by accurate projection of room related revenue and expenses.
- Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
- Must be a self-starter, able to work under pressure with the ability to meet deadlines.
- Accuracy and attention to detail skills. Proven leadership qualities.
- Proficient/familiarity with Opera would be an asset.

**Mental Effort**
- Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
- Mental effort required in multi-tasking and handling interruptions that require refocusing.
- Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk

**Physical Effort**
- Standing at a computer for long periods of time.
- Frequently walking.
- Performs computer work daily.

**Working Conditions**
- Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
- Frequently handling of queries and calls from guests, potential guests, and other departments.
- Must be available days, evenings, weekend and holidays as required by scheduling demands.
- May be required to travel.

**Type of Supervision Required**

Reports to the General Manager. Works under general instructions to prioritize and complete assigned tasks.

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