Guest Services Manager

6 months ago

Banff, Canada Banff Centre for Arts and Creativity Full time

**Guest Services Manager**:
Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus - artists, leaders, and thinkers - to unleash their creative potential.

Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) - comprised of the Bearspaw, Chiniki, and Goodstoney First Nations - as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Region 3. We acknowledge all Nations who live, work, and play, help us steward this land, and honour and celebrate this place.

**The Opportunity**:
Banff Centre for Arts and Creativity is looking for a Guest Services Manager who is responsible for leading and directing the Guest Services Team which consists of; Front Office, Reservations, Bell Desk and Night Audit. The incumbent's leadership of these teams will convey a strong customer service approach that supports the delivery of a high quality of services to guests (program participants, conference clients, faculty, audience members, the general public and staff) and positive staff experience.

**Specific Accountabilities**:
**Planning**
- Work with the Director of Rooms to create daily, monthly and annual operational plans for the Banff Centre's Guest Services and related functions in such a way that a high level of service is provided to all the Centre's customers while also maintaining the integrity of all financial, operational sustainability and viability requirements.
- Develop, implement and maintain a Customer Service Strategy for all aspects of the Guest Services department.
- Work with the Director of Rooms to develop and manage a detailed budget and forecast plans.
- Liaises with Program Management, Program Coordination, Conference Services, Resource Management and the Office of the Registrar to ensure all guest accommodations and special needs are planned and executed accordingly.
- Works with Director of Rooms to ensure conference space and guest room needs are available to meet budget targets and where possible to provide opportunity and resources that enable Conferences and Hospitality to exceed revenue targets.
- Ensures that policies, systems and procedures are in place and regularly reviewed for effectiveness.

**Operational**
- Conducts and participates in regular department meetings to ensure clear communication and a complete understanding of specific objectives and activities by all staff.
- Review and make recommendations to the Director of Rooms regarding capital and/or renovation and repair work that is necessary to maintain the quality and character of all guest rooms and spaces.
- Working with the Director of Rooms to exercise control over the in-room documents and information pieces that are used, developing and maintaining an appropriate format and style for these items in conjunction with the Marketing and Communications departments.
- Ensure a quality guest experience through the provision of services in all areas of the Guest Services department.
- Role models and demonstrates to team members exceptional customer service attitudes in finding solutions to problems when dealing with internal or external clients, artists/participants, employees, resident guests or public that may be uncooperative or seem demanding. Identifies customer service issues that require management attention and solves them as needed.

**Human Resource Management, Team Building and Interdivisional Cooperation**
- Maintain open communication and a positive, inclusive culture.
- Ensure employees fully understand their roles, responsibilities and performance standards and provide ongoing formal and informal feedback, coaching and support as employees achieve expectations.
- Provides day-to-day leadership, direction and supervision to direct reports effectively allocating assignments across the Guest Services teams.
- Ensures a positive and safe work environment for all Banff Centre employees, aligned with all Banff Centre Policies.
- Ensure team members represent Banff Centre to any stakeholders and constituents in an informed, helpful and positive way, striving to increase the organizations public value in each interaction.
- Works closely with the Human Resources Team in all aspects of human resource management, including; hiring, training, payroll, discipline and performance management.
- Ensures employee time reporting and overtime is recorded accurately in the time keeping system, meeting the established payroll deadlines.

**Qualification and Educational Requirements**:

- 3+ years of Hospitality expe

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