Guest Service Manager

6 months ago

Toronto, Canada InnVest Hotels-Holiday Inn Express Toronto Downtown Full time

**THE OPPORTUNITY**:
GUEST SERVICE MANAGER

REPORTS TO GENERAL MANAGER

**THE COMPANY**:
Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

**THE ROLE**:
The Guest Service Manager position is generally responsible for managing and coordinating the activities of all Front Office employees (guest registration, security, telephone services and night audit) to ensure guest satisfaction and maximizing hotel profitability.

**ACTIVITIES**:
The duties of the Guest Service Manager include, but are not limited to the following:

- Schedules guest service agents, security and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
- Oversees and participates in guest registration.
- Motivates staff and establishes a productive working environment for hotel.
- Achieves budgeted revenues and expenses and maximizes profitability related to the rooms department.
- Assists revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
- Analyzes and generates reports and communicates information to employees and appropriate departments.
- Assembles, tracks and interprets financial and operational plans for the rooms department, to include the annual hotel budget.
- Knowledgeable of hotel property, amenities, area attractions and transportation.
- Maintains correct procedures for hotel accounting, credit control and handling of financial transactions.
- Maintains procedures for security of monies, guest security and emergency procedures.
- Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
- Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures and is able to effectively communicate them to subordinates.
- Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
- Conducts training classes regarding safety, security, department procedures and service guidelines.
- Fulfills Manager on Duty shifts.
- Fulfills lobby duty shifts.
- Ensures hotel is in compliance with all federal, provincial and local laws, including health and safety, ESA and human rights.

**COMPETENCIES WE ARE SEEKING**:

- Must have a minimum 2 years of experience as a Guest Service Supervisor or Manager in a hotel setting with a strong knowledge of Revenue Management and Guest Service
- Degree or Diploma in Hotel and Restaurant Management, Hospitality, Business Administration, ore related major from an accredited educational institution is an asset
- Proven Team Leader, professional presentation and excellent working relationships with all team members and guests
- Must have a flexible schedule and be able to work evenings, weekends and holidays

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Vision care

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON M5C 2T9: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Have you been employed by InnVest Hotels before? If yes, when was that and at what location?

**Experience**:

- Guest Service Managerial: 2

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