Guest Services Manager

7 months ago

Toronto, Canada Chelsea Hotel Full time

Job Summary
To provide leadership and direction for the services team and to ensure that the service standards, policies and procedures of the department and Chelsea Hotel are properly adhered to in a consistent manner. The position requires the maintenance of positive morale among the Guest Services Team though feedback, career counseling and development. The Guest Service Manager also covers two Night Manager shifts per week, as well as vacation coverage, and assumes the responsibilities of the Night Manager for those shifts.

**_Key Result Areas_**
**_ _**
- To ensure all areas of the lobby and luggage storage rooms are neat and tidy at all times.
To monitor the daily performance of the Services Team (consisting of Bell Captains, Bellmen, Doormen, Concierge, Garage Attendants, and Valet observing and listening to guest/team member interactions, and assisting when necessary.
To ensure that all Services Team Members are aware of the facilities provided by the Hotel and their hours of operation.
To create a positive work environment using employee incentive programs, career development, counseling/coaching employees on a regular basis and maintaining an “open door” policy at all times.
Participate in the interview, hiring and employee development review of team members.
Coordinate with the designated trainer and providing training and development of new team members.
Follow up with guests and employees in situations in which service standards have not been met.
Handle disputes and performance issues according to Hotel policy and the current collective agreement.
Maintain Services Team related filing, including Human Resources related information pertaining to department employees, absence tracking, payroll, training and scheduling.
Perform other tasks as assigned by Management.
Comply with Hotel and Health & Safety policies and procedures.
Takes the lead in all Emergency situations.
Has a complete knowledge of the Crisis Management Plan such as how to implement procedures if there is a crisis.

**_Business_**
**_
- **
- To coordinate the development of key individuals by expanding their role in the Services Department.
To ensure staffing levels are monitored on a daily basis and that they are in accordance with business demands within the framework of the approved budget and service expectations.
Conduct monthly Services Department meetings.
Participate in the budgetary process in conjunction with the Director of Services, maintain accurate budgetary records over the course of the financial year and prepare monthly re-forecasts for the department.

**_Customer Satisfaction_**
**_ _**
- Provide assistance whenever necessary.

**_Process Improvement/ Productivity_**
**_ _**
- Ensure that Employee Development Reviews are carried out in a timely manner with feedback from the Director and Assistant Director of Services/Security.
Ensure guest service and standards are maintained as a priority within the department; Follow up with those who both exceed and fall below departmental goals, track individual performance on a month-to-month basis.
Requirement
- **_Working Experience_**
**_ _**
Minimum of two years Hotel experience is required.
- Previous management or supervisory experience an asset.
- **_Knowledge_**
**_ _**
Solid knowledge of Hotel Operations and a strong customer focus.
- Knowledge of Opera, Word, Excel and MICROS is a definite asset.
- **_Education _**
Post Secondary Education in Hotel Management and or Business management is preferred.
- **_Soft Skills_**
**_ _**
Must be able to work well under pressure in a fast-paced and constantly changing environment.
- Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignment and additional duties.
- Must possess excellent organizational skills
- Strong leadership qualities
- able to remain calm in challenging situations.

**_Language_**
**_ _**
-- Must be able to communicate effectively (written & verbal) in English.

**_Physical Requirements_**
**_ _**
-- Ability to work evenings and a minimum of two over-night shifts per week.

- Ability to stand for long periods of time.
_
- If you need accommodation during the recruitment process, please advise your Talent Acquisition representative._
- Terms of employment
Full time

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