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Guest Service Manager

4 weeks ago

Winnipeg, Canada Canad Inns Full time

**Purpose: To create 100% Guest Satisfaction by providing exceptional guest service**
**service to our customers and guests.**

**Areas of Responsibility**:
Creates 100% guest satisfaction by providing Canad Four Star Service and by exceeding guest expectations

Specific expectations of the** Guest Service Manager** include:
¨ Oversees the day-to-day operations and makes decisions within Guest Services including all aspects of labor, customer experiences and sanitation to ensure profitability through presentation, guest service, and daily operational cost control

¨ Select, hire, train, and manage all staff

¨ Build check averages and guest counts to support sales and most important of all. build relationships with guests

¨ Uphold our exceptional standards for customer service while maintaining proper staffing & meeting labor targets

¨ Ensure the full execution of running quality shifts, driving sales and profit performance of the restaurant is consistently achieved.

¨ Control inventory, respond to customer complaints, and ensure health and safety regulations are followed.

¨ Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

¨ Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

¨ Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee

¨ Performs duties as a hand’s-on employee to provide Canad Four Star Service

¨ Provides true leadership through maintaining a positive mental attitude & motivating your employees is a must.

¨ Demonstrates knowledge of hotel, in-house facilities and local information to respond to customer questions

¨ Processes guest bills promptly and accurately

¨ Checks the overall condition of the hotel, insuring its readiness for guest

¨ All other duties as required.

**If you think you have what it takes to manage Guest Services, we want to hear from you**

**Success Factors**:
**Focus On the Guest**Seek to understand the guest, internal and external customer and meet and exceed the needs of both the guest and the company.

**Attend to Detail ** Ensure that work is accurate, thorough and to the highest standards.

**Take Responsibility ** Demonstrate personal ownership of tasks and follow through to get the required results.

**Foster Teamwork ** Work well in a team environment and motivate teams to sustain exceptional levels of performance.

**Communicate Effectively ** Clarify and provide information so that co-workers, customers, and suppliers understand and can take action.

**Key Skills and Requirements**:
**Technical Service Skills ** Demonstrate understanding of the technical service skills for assigned area (i.e. guest services, housekeeping, etc.)

**Point of Sale ** Skilled in utilization of point of sale systems and/or other back-of the house systems.

**Upselling ** Know the available products and services and suggest alternatives.

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