Luxury Hotel Guest Services Manager

2 weeks ago

Toronto, Canada SoHo Hotel & Residences Full time

The SoHo Hotel, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the city of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

As the Guest Services Manager, your duties include:

- Oversee all aspects of the Concierge & Guests services department, including Valet & ensure utmost guest satisfaction
- Be a “people person” with enviable customer service skills
- Oversee Guest Services staff and ensure proper coaching & training of employees to provide luxury services to guests
- Always sell the facilities and services of the SoHo Hotel & Residences with a knowledgeable and enthusiastic manner with a concern for profit and Guest satisfaction
- Mentor, inspire & motivate employees to give meaningful guest services experiences
- Maintain Concierge logs and ensure pertinent items are resolved in a timely fashion. Place responsibility on all staff to utilize the logbook. Ensure optimal Guest satisfaction by meeting special needs and requests brought up in the logbook and that all items are followed through upon
- Provide oversight & provide presence in the lobby, during absence of manager on duty
- Handle Guest complaints/problems in a polite and helpful manner. Determine how to best solve the complaint/problem in a manner that will please the guest. Follow up with other Departments and the Director of Operations as necessary. Document all complaints and/or problems
- Ensure the proper handling and greeting of all VIP and Special Attention guests. Ensure all special Concierge request/needs are met prior to their arrival
- Be completely knowledgeable with respect to all hotel facilities, on-site restaurants, hours of operation, hotel history, and room types
- Act as a liaison between the Guest and the various facilities within the hotel as well as the numerous services available through the city and its surrounding area
- Provide information on facilities and services, events and attractions, tours, travel routes and transportation schedules.
- Arrange tickets, bookings, appointments, and reservations for guests.
- Effectively communicate to all levels of the hotel city happenings detailing special events.
- Assist the Guest both over the telephone and at the desk, during their stay, often prior to their arrival as well as after their departure. Ensure clear, concise and effective communication
- Take necessary action regarding Concierge staff (e.g. Evaluate, coach, discipline) as required with the guidance of Director of Operations
- Ensure work schedules are prepared for effective staff, to meet corporate standards, maintain high morale, minimize turnover, and concentrate on staff development on a monthly basis
- Maintain an effective flow of communication within the department and from the concierge to all Departments
- Conducts oneself in such a manner as to reflect the SoHo Hotels exclusive standards; act as a leader and role model for all staff to emulate
- Other duties as assigned by the Management Team

The qualifications for this position are:

- Minimum two years’ experience within Hotel environment
- Minimum one year of experience at the supervisory level
- Friendly and outgoing personality, with an outstanding level of guest service
- Excellent interpersonal, communication and writing skills
- G license with a clean drivers abstract is a must
- Please note: This position involves working weekdays, evenings, weekends and public holidays

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