Guest Service Manager
1 month ago
**Job Overview**
Responsible for delivering exceptional service to every guest by providing memorable experiences and going the extra mile. Collaborates effectively with team members both within and outside the department. Additionally, assists the Front Office Manager in ensuring the Front Office operates efficiently and smoothly. Under the Front Office Manager’s supervision, trains, directs, and leads the Front Office staff, fostering thoughtful and meaningful guest interactions while adhering to established internal controls, programs, and policies
**Report to**: Front Office Manager
**Key Responsibilities**:
- Deliver exceptional guest service to hotel guests by warmly greeting them and efficiently managing the check-in and check-out processes.
- Address guest inquiries throughout their stay with a friendly and effective approach.
- Uphold general housekeeping standards and promote adherence among the team.
- Supervise guest services and actively respond to feedback.
- Train team members in delivering outstanding guest service and resolving issues effectively.
- Manage guest inquiries, complaints, and special requests with prompt attention.
- Collaborate with various departments to ensure a cohesive guest experience.
- Track guest satisfaction metrics and devise strategies for improvement.
- Proactively address service-related issues to strengthen guest loyalty.
- Resolve guest complaints and issues swiftly and professionally.
- Assist in managing staff schedules, training, and performance evaluations.
- Develop and promote loyalty programs to increase guest retention and encourage repeat visits.
- Support the planning and execution of special events or promotions to enhance guest experiences.
- Serve as Duty Manager in the absence of senior management.
- Perform additional duties as required.
- Demonstrate initiative, self-motivation, attention to detail and organizational abilities
- Ability to work with mínimal supervision; be team oriented
- Multitasking ability; ability to work in high volume, pressure situations
- Experience in face to face customer service
- Ability to problem solve; follow policy/procedures
- Ability to communicate effectively in both official languages (English, French) preferred
- Open availability requiered for AM/PM shifts, holidays and weekends, and nights might be required
- Minimum 2 years’ experience in a Front Desk/Guest Service Supervisor role within a hotel environment.
- OnQ PMS knowledge is an asset
Join us in creating memorable experiences for our guests by providing outstanding service in every interaction
**Benefits**:
- Dental care
- Discounted or free food
- Paid time off
- RRSP match
**Experience**:
- hotel management/supervisor: 2 years (required)
Work Location: In person
Application deadline: 2024-10-28
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