Rooms Division Assistant Manager

4 days ago

Whistler, Canada Pan Pacific Hotels Group Full time

**Canada***

**Pan Pacific Whistler Mountainside***

**Housekeeping***

**Job Grade**:

Full-time | Salaried | This position is a full time management role covering, as required the FOM shifts for vacation time, days off, meetings, etc. Due to the seasonal nature of Whistler, hours will vary.

About Whistler

A world-renowned vacation destination in the spectacular Coast Mountains of British Columbia, just two hours north of Vancouver, Whistler offers a vibrant array of activities throughout the year. Whether you enjoy skiing and snowboarding, golfing on championship courses, dining at award-winning restaurants or taking on the world's best mountain bike park, indulge in a variety of enriching experiences when you stay at one of our two Whistler hotels - Pan Pacific Mountainside or Pan Pacific Village Centre.

The Role

The Room Division Assistant Manager is a dual role requiring to work either in Front Office as Guest Experience Manager (Duty Manager) or in Housekeeping as Housekeeping Assistant Manager. You will be required to be flexible and work either position.

Provide the Housekeeping team with a motivational, positive environment.
- Inspires associates to do the best job possible through positive feedback and recognition.
- Assist with the Training of all new Associates.
- Creates a warm, friendly, positive but effective work environment.
- Provides ongoing coaching for associates.
- Provides and ensures a clean orderly safe work environment.
- Acts as a role model at all times.
- Acts quickly to improve overall guest satisfaction.
- Effectively handles guest complaints, informing all those who need to know.
- Ensures all areas of the Hotel are cleaned to Pan Pacific Standards.
- Show pride in extending service and obsessively service oriented.
- Demonstrates and exercises Pan Pacific’s vision and guiding principles.
- Constantly sees to it that customers’ needs are understood, attended to and met.
- Ensures all WCB regulations are met; MSDS sheets, WHMIS labels and training.
- Inspect rooms and provide team feedbacks accordingly.
- Assist Executive Housekeeper with any other duties, as assigned

The role of the Guest Experience Manager includes, but is not limited to, the following responsibilities:

- Supervise Guest Service Agents. Maintain and implement as necessary the Absolute Care 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.
- Resolve guest and employee complaints. Keep Director of Rooms informed of any 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 uses 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 Service Agents. Guide and counsel associate to correct nonstandard 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 ar

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