Guest Services Manager

4 months ago

Whistler, Canada Pan Pacific Whistler Full time

**DESCRIPTION**:
The Guest Services Manager is a full-time management role responsible for leading the team of Guest Service Agents. The person working in this role has a passion for providing exceptional guest experience, and leading a team in meeting goals.

**RESPONSIBILITIES**:

- Supervise Guest Services Agents. Maintain and implement as necessary the Rooms operation management system in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
- Maintain and ensure the check in times and quality of the welcome experience for our guests and advise senior management of changes as they may be required, to meet the minimum standards for “Welcome”. Assist with check-ins and check-outs at the front desk, where necessary.
- Ensure that the Guest Services Manager checklist is completed for the shift; ensure that the DM report is completed in detail every shift.
- Resolve guest and employee complaints, redirecting to the FOM and/or Director of Operations if required. Keep the Director of Operations informed of any serious risk or opportunity in relation to any experience or interaction.
- Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue. Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.
- Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and use employee/guest names.
- Train & coach Guest Service Agents.
- Develop and maintain a high level of communication relating to business opportunity between Guest Services and other operational departments. Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.
- Facilitate communication of internal and external events to Guest Services Agents. Guide and counsel associate to correct non-standard behavior/performance and promote improved productivity. Ensure regular communications meetings are held with the Guest Services Agents. Include connection associate performance appraisals and introducing revising SOP’s as necessary.
- Motivate, lead and encourage the entire Guest Services team to effectively and professionally sell our Rooms and other hotel services to affect improved overall revenue for the hotel.
- Maintain all systems and procedures as they relate to VIP Arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels to required standard.
- Maintain and ensure the “Delivery of the Promise” with regards to GHA Loyalty programs and create the “Wow” effect in exceeding guests’ expectations.
- Ensure all Floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue. Adhere to company credit policies to ensure all revenue expected will be received.
- Ensure all Guest Service Agents are well presented at all times in accordance with the company grooming & uniform standards.
- Ensure and maintain the cleanliness and presentation of the Lobby at all times.
- Work with other departments to ensure safe comportment of staff and guests in emergency situations. Ensure a safe work area.
- Other projects as assigned by the Front Office Manager or Director of Operations.

**QUALIFICATIONS**:

- 2-3 years Front Desk experience in an equivalent size and style of hotel, with previous supervisory experience.
- Possess a passion for customer service.
- Have a genuine interest and desire to exceed guest expectations and be highly guest service focused.
- Sales abilities and sound judgment.
- Possess a high-level of professionalism and initiative.
- Understand the importance and procedures of guest loyalty programs.
- Experience as a departmental trainer in Front Desk systems preferred.
- Cash handling and Float Management skills.
- Possess good leadership and organizational skills and an eye for detail.
- Possess strong motivational and developmental skills in working with all Associates of the hotel.
- Additional languages are an asset.
- Level 1 First Aid Certificate required.
- A valid BC Driver’s License considered an asset.
- Grade 12 Diploma is required, additionally, a Diploma or Degree in Hotel Management is an asset.

Work Remotely
- No

**Job Types**: Full-time, Permanent

Pay: $55,620.00 per year

Additional pay:

- Commission pay

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift

Work Location: In person

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