Guest Services Manager

2 weeks ago

Ottawa, Canada Marriott Ottawa Full time

**GUEST SERVICES MANAGER**

**BE PART OF MARRIOTT OTTAWA’S FUTURE**

Experience brilliant opportunities and a collaborative culture focused on advancing the art of hosting. Located one block south of Parliament in the heart of the Nation’s Capital, Marriott Ottawa has been a long-time icon of hospitality for our Guests. With 489 Guestrooms, 36000 sqft of Event space, 26th floor Concierge Lounge, SPIN Kitchen & Bar, a Starbucks and crowned by our rotating rooftop Summit venue, we are the tallest hotel in the City and second-largest hotel overall.

Owned by Innvest Hotels, Canada’s largest owner & operator of hotels and focused exclusively on hospitality, Marriott Ottawa is preparing to begin a transformative, top to bottom renovation of all guestrooms, meeting and event space as well as all public areas, commencing in 2023, positioning the hotel to continue its storied legacy of hospitality excellence.

**YOU’RE A GREAT FIT IF YOU**:

- Flourish in a fast-paced environment with multiple priorities.
- Can see the big picture and act proactively with a solution-focused mindset.
- Know how to take care of people.
- Have the ability to “Respond to Cues”.
- Thrive on “Creating Personal Connections”.
- Can “Make it Brilliant”.

The Guest Services Manager position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This position will participate in the Hotel Manager on Duty program, ensuring world-class service delivery and a safe, secure environment for our Guests & Hosts.

**YOUR RESPONSIBILITIES MAY INCLUDE**:

- Be present at Reception to provide support, supervision and assistance to the Front Desk, Belldesk/Door, health club, Concierge Lounge and as required to the Outlets,Room Service and Starbucks.
- Consistently deliver Brilliant service to exceed guest expectations to create loyalty towards the Marriott Ottawa.
- Manage the daily arrival/departure process by reviewing hotel occupancy, VIP’s, GXP and Marriott Bonvoy members. Be available to greet these guests when called upon by the Front Office.
- Conduct frequent tours of the main level floor and pay attention to cleanliness, furniture placement and people presence. During the tour he/she should note any/all things needing correction and have the appropriate department remedy the problems or mark it in the MOD report to be followed-up upon the next day.
- Take ownership of guest’s and Hosts needs, requests and/or problems to ensure that they are met within an acceptable timeframe.
- Review the daily Operations log book and follow-up on all customer related issues to ensure that guest’s issues are resolved through the Marriott L.E.A.R.N. process.
- Foster a culture where all hosts are empowered to provide our guests the immediate pro-active service requested in order to exceed their expectations.
- Marketing minded: Actively seek feedback from guests and Hosts, following up and taking action to improve Guest Voice/GSS and AOS results.
- Monitor and respond, in a timely manner, to past, current and future guest requests on the hotel’s social media channels outside of the Social Media Champion’s work hours.
- Be a strong and effective communicator with all departments, highlighting the importance of guest satisfaction and to ensure the proper level of service to guests.
- Promote a safe and healthy working environment by being a ‘safety-minded leader’ who leads by example in reporting any safety issues and by maintaining and reporting deficiencies throughout the hotel.
- Assist with ensure that the Rooms and Food & Beverage standards of service are upheld at all times to meet and exceed the brand standards.
- Conduct a pre-shift meeting with associates to review the Brilliant Hosting and contribute to an exceptional guest experience with every action taken.
- Engage (highly visible) and work with associates on required tasks to genuinely welcome every guest to the hotel.
- Develop a thorough knowledge of the products, services and amenities provided by the hotel to guests.
- Provide direct leadership to operating departments within Rooms Division.
- Support the development, interpretation and implementation of hotel policies, operating procedures and training programs, manuals, menus, work schedules, rules and regulations for the associates.
- Know all emergency procedures and general crisis situation management, ensuring guest and host safety is followed by all Hosts.
- Other reasonable duties as required.

**JOB SPECIFICATIONS**:

- **Education/Experience and skills**_
- Diploma or Certificate in Hotel Management preferred.
- Progressive supervisory experience preferred.
- Progressive experience as a Guest Service Agent.
- Excellent knowledge of Front Office and Outlet operations.
- Excellent knowledge of Front Office software (PMS), GXP and MICRO’s (F&B - POS).
- Proficiency in both official languages (English & French) a definite asset

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