Guest Services Manager

7 months ago

Victoria, Canada Brentwood Bay Resort Full time

**What we do and are proud of**

At Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.

Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.

**Why this role is significant**

As the Guest Services Manager, you serve as a role model for the Guest Services team, ensuring a seamless guest experience from their initial inquiry to check-out. In this role, you bring strong communication and leadership skills that are utilized to provide ongoing training and coaching to the guest services team, while also serving as the face of the resort in all guest interactions.

**A day in the life**
- Welcome guests with warmth and professionalism, ensuring a positive first impression
- Ensure consistent, high-quality guest service that aligns with resort standards
- Foster an environment of excellent customer service by empowering employees and serving as a role model
- Skillfully employ guest recovery techniques to successfully address service-related issues
- Monitor the team's skills and identify areas for improvement
- Provide continuous support to your team by coaching, mentoring, and training
- Assist with creating and implementing department action plans and projects
- Identify opportunities that may exist to reduce costs in all aspects of the department
- Set rates for online platforms as directed by the Director of Rooms
- Assist with onboarding and training programs for new employees

**What you bring to the team**
- You bring a professional, warm, and graceful presence
- You have strong problem-solving abilities, with the capacity to handle challenging situations calmly and effectively
- Strong leadership skills with the ability to inspire and motivate a team
- Effective, efficient, and professional communication skills
- Ability to create a comfortable work environment that fosters learning, growth, and development
- An extremely guest-focused mindset, coupled with the ability to work with a variety of personalities
- You enjoy a varied schedule including weekends with 7am-3pm, 11am-7pm, and 3pm-11pm shifts
- You have Serving It Right or a willingness to obtain them (our guests receive cider at check-in)
- 5+ years of prior experience in a customer-focused role, preferably in a hotel or hospitality setting
- 2+ years of prior supervisory or management experience in a customer-focused position preferred

**Why join our team at BBR**
- We offer a competitive salary ranging from $55,000 to $65,000
- Extensive health benefits including four spa days every year on us
- A meal included every shift, on us
- An award-winning culture that makes you excited to come to work (we are very proud of this)
- The opportunity to showcase your skills and make a difference in a stunning location
- Personal and professional development opportunities
- Employee discounts, including 50% off at the Pub, Arbutus Room, and treatments at the Spa
- Free paddle sport rentals at the Brentwood Bay Marina for you and a friend
- Friends and family discounts on hotel rooms

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