Guest Services Manager

4 weeks ago

Edmonton, Alberta, Canada Pomeroy Lodging Full time

We are seeking a Guest Services Manager to oversee our front desk operations.

If you thrive in a vibrant work atmosphere, enjoy engaging with guests, and prioritize organization, this role may be an excellent fit for you.

Position Overview

As a Guest Services Manager, you will be responsible for guiding your team to surpass expectations and foster memorable experiences for every visitor. Your leadership is crucial as you will serve as a mentor, coach, and role model for your team. You will strive for excellence by empowering your staff to make informed decisions that uphold the highest standards of guest satisfaction while achieving key financial objectives and performance indicators for the department. This leadership will be evident throughout the training, orientation, performance management, and communication processes.

Primary Responsibilities

  • Ensure the front desk, lobby, and guest entrance are impeccably maintained for optimal first impressions.
  • Guarantee that assigned tasks are completed efficiently and to a high standard without the need for follow-up.
  • Provide team members with the necessary resources, guidance, coaching, and constructive feedback for their ongoing development.
  • Manage check-ins, check-outs, process transactions, and offer information regarding hotel services and room locations.
  • Assist staff with payment issues, accurately direct billing companies, and handle all forms of payment including room charges, cash, checks, debit, or credit.
  • Maintain comprehensive knowledge of all room types, promotions, rate plans, and hotel and community amenities.

Qualifications and Skills

  • Previous experience in a front desk role or within the hospitality industry is advantageous.
  • Proficient in English communication.
  • Comfortable with technology and digital tools.

Work Environment

This role may involve various shifts including days, afternoons, or evenings throughout the week and weekends, with occasional night audit responsibilities as required. The position necessitates extended periods of standing and may involve lifting and bending. There may be times of independent work and brief exposure to cooler air due to the front desk's location.

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