Guest Services Manager

4 months ago

Brantford, Canada Best Western Brantford Hotel & Conference Centre Full time

Position: Guest Services Manager

Reports to: General Manager

Supervises: Guest Services, Night Auditor, Groups Coordinator

Position Summary: To exceed our guest expectations, greeting every guest every time. Directly supervise all front office personnel and ensure proper completion of all front office duties, listed below. Directs and coordinates the activities of the front desk, reservations, guest services and telephone areas. Proactively resolves guest issues.

Must have 2 years front desk or guest services in a hotel experience

Must have 2 years supervisory experience

Sales experience an asset

Specific Duties:
Ø To ensure that guests are greeted, checked-in and allocated rooms promptly and courteously and all incoming and outgoing calls are handled promptly and courteously.

Ø To ensure that reservations are taken correctly and courteously and that all information is communicated effectively

Ø To ensure that check-in procedures are strictly adhered to and that photo I.D. and valid form of payment are obtained from each guest.

Ø To ensure that privacy & confidentiality procedures are strictly adhered to

Ø To ensure policies and procedures are being followed

Ø To meet and strive to exceed brand standard requirements - Best Western Rewards signups, Medallia scores, etc.

Ø To review, respond to and close all Medallia, social media complaints and compliments

Ø Review to ensure all charges are correctly entered into VM and that guests are properly billed.

Ø To ensure that accounts are balanced daily

Ø Respond to RFP’s and ensure rates are loaded properly

Ø To ensure front desk staff are coached and/or disciplined when proper procedures or communication isn’t followed as per hotel procedures

Ø Create front desk schedules, ensure that staffing levels are correct and are not exceeded without reason

Ø To be readily available at all times to deal with staffing problems, complaints, and/or unforeseen circumstances

Ø To ensure maximum room revenue and occupancy is obtained. Constantly seek new ways to increase room revenue and occupancy.

Ø To hold regular performance appraisals with all staff, identifying areas for development and training needs and ensuring that training is effective

Ø To hold regular meetings with all front desk staff.

Ø To ensure that all front desk staff are correctly and professionally dressed in uniform at all times.

Ø To ensure that all front desk areas including back office are clean and tidy at all times.

Ø To ensure continuous communication between front desk staff and other departments (e.g. housekeeping, maintenance).

Ø To act as Manager on Duty as required.

Ø Provide superior customer care adhering to the I CARE culture and ensuring Front Desk follows same culture.

Ø Strive to attain high Guest Service from all Front Desk Staff members. Constantly monitor front office communications, morale, and motivation

Ø Set front desk goals based on budgets and ensure goals are met or exceeded on a regular basis. Empower front desk staff to achieve goals

Ø Supervise delegated responsibilities and follow up.

Ø Work closely with management to respond to online complaints as soon as they are received reviewing Medallia, Memberweb, TripAdvisor, Expedia etc daily. Share feedback with team

Ø Work closely with GM and Sales to ensure rates are set up accurately and maintained

Ø Send out Daily Revenue Review daily to Management team, review to raise or lower rates update once confirmed.

Ø Review Rates daily 30-45 days out, review sold out future dates to ensure maximum revenue achieved

Ø Ensure strong communication with Groups Coordinator driving maximum sales

Ø Resolve or obtain support to resolve technical problems related to Guest Services i.e. Visual Matrix, Chase, Sonfi, Konica Minolta (Copier), Memberweb, I-Hotel, Maitre’d etc.

Ø Responsible for hiring, training, 30-60-85 day reviews. Ensure new staff trained as per Best Western guidelines within 3 months of hire.

Ø Ensure Best Western training is update to date for all front desk staff, have transcripts readily available

Ø Revenue management

Ø Lead the BW Quality Assurance Inspection. Ensure guest rooms are inspected monthly

Ø Ensure stock and stationary is kept up to date, working closely with suppliers, Cats Media, Global Laser, Plicards, etc.

Ø Complete office schedule

Ø Complete necessary training required by Best Western to maintain position

Ø Additional responsibilities of which are requested by Management

**Qualifications**:

- Education_:
Post secondary education or related experience.

2-5 Years of Supervisory Experience
- Skills_:
Strong written and oral communication skills

Strong interpersonal and decision making skills

Strong organization skills, with attention to detail

Strong leadership skills

Team player yet capable of working on own
- Working Conditions_:
Will be required to work afternoons, nights, days, weekends and holidays.

Will be require

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