Guest Services Manager

6 days ago

Canmore, Canada Basecamp Property Management Ltd Full time

**Guest Services Manager**

Basecamp Property Management Ltd., Canmore

**About Basecamp Properties**

Basecamp Property Management Ltd is a rapidly growing boutique chain of hotels and real estate developments based in Canmore, Banff, Lake Louise, Kananaskis, Revelstoke, Golden, and many more on the way. We are a young and energetic team driven by our values and providing our guests with an exceptional experience in a home away from home. We are continuously expanding to better serve the resort communities of the Rocky Mountains.

MTN HOUSE by Basecamp will be a new luxury property added to the Basecamp Properties portfolio. MTN HOUSE will have 99 newly renovated hotel rooms, an elevated fine dining restaurant and a Nordic Spa (opening July 2024). MTN HOUSE will represent a luxurious hotel, with all amenities right on location, so all guests can enjoy an experience like no other in the heart of the mountains.

**Why Work for Us?**
- Western Canada's fastest-growing hospitality brand.
- Group health benefits plan (Dental, Vision, Paramedical, and more) - 75% covered by employer.
- Employee, Family and Friends discounted rates at all Basecamp Properties.
- Annual performance-based bonus up to 10% of salary.
- Company paid staff events.
- A hands-on people focused Basecamp culture.

**Position Overview**

**Salary**: Experience dependent

Full-time/Permanent with weekend availability

**Key Responsibilities**

**Human Resources**
- Promotes the Basecamp Brand
- Work with People & Culture on recruitment and performance management.
- Conducts onboarding, training, and “on the floor” coaching with all direct reports.
- Conduct 3-month probationary reviews and annual reviews of all direct reports.
- Lead by example with regard to all Basecamp Policies and Procedures
- Implements and manages the Guest services department health and safety plan and meetings with the health and safety committee.

**Revenue, Financials & Inventory**
- Work closely with the Housekeeping Manager to ensure all guest rooms are prepared to always produce highest possible revenue.
- Ensure accuracy with regard to rate management and payment processing.
- Ensure all incidentals are posted correctly.
- Manages daily guest room labour and expenses against budgeted targets.
- Accountable for purchasing and maintenance of all guest services supplies, consumables and operational equipment.
- Provide monthly financial outlooks including labour and expense forecasts.
- Conduct monthly inventory counts of all supplies and consumables.

**Operations**
- Oversee day to day operations including arrivals and departures, front desk and night audit administrative duties, bell services duties including welcoming and valet experiences, back-office maintenance and supplies ordering
- Be present on the desk and/or in the lobby during peak periods to provide support, guidance, and direction.
- Responsible for ensuring all arrival reservations are updated and accurate with regard to rate, incidentals, special requests and assigned guest room.
- Insists upon meticulous cleanliness and organization of the front desk, lobby, public areas, back office, and internal storage areas.
- Contribution to overall hotel goals including financial targets, review scores, and employee engagement.
- Collaborates with the front desk to identify any VIPs or special requests for in house guests.
- Address guest concerns and implement the appropriate service recovery steps,
- Schedules and tracks lobby, porte-cochere, and front/back office deep cleans as necessary.

**Requirements**:

- 1-2 years of previous Front Office or Guest Services Department head experience.
- Previous Valet experience is an asset.
- Working knowledge of Microsoft Windows - Outlook, Excel, Word.
- Working knowledge of room inventory control
- A solid understanding of Labour and expense management, supplies ordering, deep cleaning procedures, scheduling, and workforce management.
- Exceptional Lobby and Public Area cleanliness standards
- Negative criminal record check.

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