Guest Services Manager

6 months ago

Toronto, Canada The Hazelton Hotel Full time

**Responsibilities**:

- Respond to and follow up on any guest or employee issues as they arise in the absence of senior management.
- Communicate hotel policies and departmental expectations to the Front Office Team (Front Desk, Bell/Door/Valet and Concierge).
- Communicate effectively with all departments to ensure seamless service for our guests and a positive working environment for our employees.
- Provide direction for day-to-day operation of all Front Office/Rooms areas.
- Champion Front Office programs and procedures to improve overall operation and to achieve Forbes’ five-star service.
- Assist with the facilitation of Front Office training programs, including onboarding.
- Conduct pre-shift meetings
- Develop, motivate and orient the Front Office Team
- Manage same-day rooms inventory and yield management.
- Create connections and build loyalty with VIP guests.
- Resolve guest complaints/issues, exceeding guest expectations, in a timely manner.
- Provide the required tools and equipment to all employees to be successful in their role.
- Immediately respond to all emergency situations, complete necessary incident reports, follow up with guests and employees.
- Follow all job safety policies, and report any accidents and/or hazards in accordance with the hotel policies.
- Handle guest concerns, compliments and suggestions in an empathetic and professional manner.
- Champion the success of the Leading Hotels of the World Loyalty program and other marketing initiatives.
- Undertake other ad hoc related responsibilities, as required.
- Act as the main point of contact for the hotel when senior management is not present.

**Qualifications**:

- Experience with OPERA Cloud PMS, Hot SoS and Microsoft Office is an asset.
- Sound knowledge of hotel services & facilities, specifically Front Office operations, policies, procedures.
- Minimum 2 years of Front Office experience in a supervisory/management capacity
- Excellent conflict resolution skills.
- Excellent oral and written communication skills, with a passion for guest service.
- A team player with proven leadership and staff development skills.
- Work with poise under pressure in a fast-paced, constantly changing environment.
- Graduate from a college/university hospitality program preferred.
- Must be available to work evenings, weekends and holidays.
- Must be eligible to work in Canada.
- Our people are what makes us different. At The Hazelton Hotel, we are committed to workplace diversity and inclusion within our organization, therefore, we encourage all qualified persons from all backgrounds to apply. Accommodations are available, upon request, to all applicants with disabilities throughout our hiring process. _

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Holidays
- Weekends as needed

Work Location: In person

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