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Guest Services Manager

3 months ago

Burlington, Ontario, Canada Holiday Inn Burlington Hotel & Conference Centre Full time

POSITION SUMMARY:

The Guest Services Manager is primarily accountable for providing exceptional support to the General Manager and, in their absence, overseeing all facets of hotel operations. This includes managing guest relations, front desk activities, sales initiatives, housekeeping, maintenance, product quality, financial oversight, team building, and staff development, all aimed at benefiting key stakeholders.

KEY RESPONSIBILITIES:

The responsibilities of the Guest Services Manager encompass, but are not limited to, the following:

  • Leading, training, and managing all departments, with a special focus on Front Office Operations;
  • Implementing and upholding all company policies and procedures;
  • Ensuring complete guest satisfaction;
  • Meeting or exceeding Revenue Management objectives;
  • Developing, preparing, executing, and achieving financial targets;
  • Training, supporting, and coaching staff to foster a productive and efficient team;
  • Overseeing daily operations;
  • Acting as a representative of the management team to hotel guests, employees, and community members;
  • Ensuring the proper maintenance of the hotel's physical facilities to guarantee employee and guest safety, orderly operations, and compliance with brand and legislative standards, all while maintaining budget control;
  • Enhancing Market Share by understanding the hotel's competitive position and developing plans to improve it through maximized sales;
  • Reporting and adhering to procedures regarding workplace injuries and accidents, instructing staff on safe working practices, and enforcing Health and Safety regulations;
  • Ensuring all necessary systems and controls are in place to generate accurate reports;
  • Managing purchasing, inventory, and other controls.

QUALIFICATIONS:

  • Availability to work weekends, holidays, evenings, and night shifts as required;
  • A minimum of 5 years of supervisory experience in the hospitality sector;
  • Ability to interact professionally with all levels of management, staff, and owners; experience in personnel supervision, including recruitment, training, and motivation;
  • Experience in developing and executing business, marketing, and sales strategies as well as operating budgets;
  • Proficiency with computerized systems;
  • Ability to work within deadlines;
  • Demonstrated capability to manage multiple assignments;
  • Familiarity with accounting principles;
  • Knowledge of hotel operations is advantageous.

Holiday Inn Burlington Hotel and Conference Centre is committed to inclusivity. We strive to ensure equality by providing a selection process and work environment that is accessible and barrier-free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Any special accommodation needs required to facilitate applicants' participation in the recruitment process can be arranged in advance. We appreciate all applications; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $19.00-$20.00 per hour

Additional Compensation:

  • Overtime pay

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Vision care

Work Schedule:

  • 8-hour shifts
  • Day shifts
  • Holidays
  • Night shifts
  • Weekends as needed

Work Location: In person