Guest Services Manager

4 weeks ago

Nanaimo, Canada Courtyard By Marriott Nanaimo Full time

**Guest Services Manager**

**Reports to: General Manager**

Position Summary:
This individual is responsible for the front office operations and respective staff. The Manager is responsible for lodging operations, reconciling lodging inventory issues that arise and resolving lodging type conflicts, coaching and counseling staff, managing guest’s requests, preferences, and assisting front line staff in delivering service and culture that is consistent and continually in accordance with Brand standards and Hotel Equities.

Essential Responsibilities:

- Provide consistent, superior customer service when greeting and registering guests.
- Manage Front Office schedules and ensure appropriate personnel for occupancy forecasts.
- Assist in all interviewing, hiring, and training of front desk agents, ensuring that they meet Hotel Equities’ standards of service.
- Provide support and step in as needed so that the Front Desk staff may quickly and effectively respond to guest requests and issues.
- Ensure that Front Desk Associates understand and anticipate guests’ expectations
- Empower associates to satisfy guests and to make decisions
- Ensure that Front Desk Associates actively solicit feedback from guests
- Ensure that Front Desk Associates handle special requests properly
- Ensure that Front Desk Associates smile, have eye contact, and greet guests immediately
- Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag
- Responsible leader and trainer to front desk team ensuring they are mentored, supported, and empowered to always provide the highest quality of service.
- Model desired behavior
- Deliver resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed. Find root causes and work to implement a better processes.
- Personally assist Front Desk Associates during peak times, breaks, tardiness and absences
- Review all in-coming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with appropriate staff members
- Ensure VIP program is executed properly
- Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:

- Phones/Switchboard
- Check-ins/Check-outs and Reservations
- Ensure messages, wake-up calls, mail, and faxes are handled properly
- Relay safety guidelines to customers (in room safes, safety deposit box, etc.)
- Assist with amenity, gift shop, pantry needs (if applicable)
- Review customer satisfaction and direct customer contact. Answer guest comments through numerous booking websites.
- Act as Manager on Duty for first line of support for services needed during daily operations.
- Ensure all guest opportunities are followed up quickly, efficiently, and courteously, and completed to satisfaction of the guest and that service obstacles are identified and resolved.
- Review daily front office reports.
- Improve and delegate tasks to promote overall success of the department.
- Review front desk posting journals at the end of their shifts to ensure proper posting.
- Enforce all cash-handling, check and credit processes and policies.
- Maintain master key control and key management system.
- Verify that accurate room status information is maintained and properly communicated.
- Assist with team meetings as well as meeting regularly with the team to discover any issues and provide resolution.
- Attend staff and management meetings as needed and requested.
- Be knowledgeable of policies regarding emergency procedures and security concerns
- Ensure protection of guests’ room number
- Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook. Implement and maintain superior guest service and culture which serves as a guide to desk agents.
- Other duties as assigned by management.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

- Leadership Skills
- Consistently communicate performance and standards to staff
- Build teamwork
- May conduct monthly departmental meetings
- Maintain a cooperative and positive work environment
- Be reliable and honest
- Treat all associates with fairness, impartiality, and consistency
- Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
- Work schedule necessary to supervise department, including evenings, weekends and holidays
- Teamwork Skills
- Be an enthusiastic, helpful and positive member of the team
- Be professiona

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