Guest Services Manager

3 weeks ago

Toronto, Canada Hotel X Toronto Full time

_A rewarding and challenging experience awaits you at Hotel X Toronto, a member of Library Hotel Collection. We are an International Hotel Company and pride ourselves on delivering a novel approach to hospitality. The Library Hotel Collection has a commitment to kind, unpretentious, customer-focused service that has resulted in numerous awards over the years._ _Hotel X Toronto offers luxury in a relaxed setting right on the water and will play a role in the community beyond that of a traditional hotel._
**Job Summary**
As a Guest Services Manager, you are responsible for administering front office functions and supervising staff. Areas of responsibility primarily include Concierge, Door, Bell, and Valet. You will oversee all operations during your shift, direct and work closely with other managers and employees, to successfully reach all department goals. The Guest Services Manager will look after the well-being of guests and associates alike while maximizing the financial performance of the department. The role consists of a mix of day and night shifts
**Role and Responsibilities**
- Manages all Guest Services components of operations to drive guest satisfaction and reach desired financial goals
- Ensure all operations and cash handling are done in compliance with company’s policies, standards and procedures
- Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and time tables
- Identify operational challenges and facilitates the development of solutions
- Analyze, investigate and resolve all guest complaints
- Maintain and balance guest room inventory
- Observe Front Office staff behavior and provide proper feedback and training when necessary
- Ensure all guest interaction areas have an atmosphere which is conducive to overall guest satisfaction.
- Interact with guests in order to obtain feedback about the products and services offered by the hotel
- Able to perform all duties and responsibilities of any Front Office staff member
- Provide support to the developmental needs of others by providing proper feedback and training
- Utilize communication skills to lead, support and encourage others
- Assists in the interview and training process of possible new staff members
- Promote inter-departmental teamwork through open lines of communication and coordination

**Qualifications**
- 3 years minimum front desk experience and at least 2 years of supervisory experience in a Hotel or related industry.
- Front office experience within a luxury hotel environment is a plus.
- Post-secondary degree in tourism or hospitality is preferred.
- Energetic and outgoing, with a positive attitude, driven to provide an outstanding guest service experience.
- Must have excellent oral/written communication and interpersonal skills and must be able to interact with all levels of associates and guests in a professional and cordial manner.
- Excellent organizational, computer, analytical, and problem solving skills. A working knowledge of Opera is a plus.
- Familiarity with Canadian and provincial laws.
- Flexible shift availability including evenings, weekends and holidays.

**_Hotel X Toronto is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment and selection process._**
**We thank all applicants; however, only those selected for an interview will be contacted.

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