Guest Services Manager

4 weeks ago

Toronto, Canada Silver Hotel Group Full time

**Duties and Responsibilities**
- Reporting to the Rooms Division Manager, the Guest Services Manager will:_
- Demonstrate and promote a total commitment to providing exceptional and personalized experiences for our guests and team members.
- Making sure that our Customer Service standards and scores are at their best.
- Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival.
- Respond appropriately to guest complaints. Implement appropriate service recovery gestures and procedures in order to ensure total guest satisfaction;
- Demonstrates strong ambassadorship of the property’s Guest Service mission and vision towards his team but also to all other departments of the hotel and inspire all team members to actively participate in its viability.
- Participate actively in the revenue management strategy of the property by providing some analysis of the property’s performance and providing some ideas and solutions to ensure its performance in the market.
- Maintain all policies and internal controls related to the front office operations to ensure security of monies, credit and financial transactions, and guest security.
- Assist with recruitment, training, supervision and discipline of Front Desk/Guest Services staff members.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
- Promote teamwork, empowerment, creativity, innovation and quality personalized service through daily communication and coordination with other departments;
- Responsible for motivating personnel so that they perform to the best of their abilities and setting an example by your own performance and enthusiasm.
- Ensures that the Hyatt guest service standards and the World of Hyatt Loyalty program are in synergy with Guest Service mission and vision.
- Schedule the staff within budgeted guidelines and providing best coverage for service demands;
- Hold regular meetings with staff members in order to keep them properly informed with current trends and ideas.
- Organize and maintain Front Office records and equipment in accordance with hotel policy and control the inventory of Front Office supplies/forms;
- Effective communication with all Department Heads in order to contribute ideas with regards to hotel operations in general;
- Prepare month end reports and ensure that Front Desk staff complete duties;
- Monitor and maintain front office reports as required;
- Demonstrate ability to work as a team player who communicates effectively at all levels with guests, associates and corporate representatives alike.
- Drive the corporate culture, personifying it in daily interactions with both guests and team members;
- Be an engaging leader who is highly inclusive, inspiring and able to relate to all levels;
- Create a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

**Job Requirements**
- Minimum 2 years of Front Office management experience in a boutique hotel environment;
- Strong computer skills, with knowledge of Microsoft Office and Hotel Property Management Systems;
- Organized, results orientated, proven time management skills and ability to work under pressure
- Effective communication skills, verbal and written;
- Revenue Management skills and past involvement in the revenue management process are an asset;
- Strong leader who can develop the skills of others and thrives in a fast-paced environment-maintaining composure and objectivity with guests and employees;
- A creative and innovative thinker passionate about creating strong emotional connections with guests and team members;
- Available to work nights, weekends, and/or holidays as required, including occasional Manager-On-Duty shifts;
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law.

**About The Anndore House**

Seize the day, spend the night

More than a building, The Anndore House, part of JDV by Hyatt is a whole new way to experience Toronto. It’s eating, sleeping, working and playing in a one-of-a-kind destination with a distinctively creative soul. Originally built as a residence hotel, The Anndore was home to many of Toronto’s most eccentric personalities and famous faces. Today, we’re a fusion of our quirky past and modern style - and soon to be your favorite Toronto destination.

We are home to 115 lofts and suites, Constantine restaurant and bar, Crow’s Nest Barber Shop, Hot Black Coffee Shop and an entire floor that’s equally adept at hosting parties or brainstorms. All in the heart of one of the friendliest cities on the planet.

**About SHG**

Silver Hotel Grou

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