Guest Service Manager

1 week ago


Fox Harbour, Canada Fox Harb'r Resort Full time
Job Description

Job Title: Guest Service Supervisor

Job Summary:

The Guest Service Supervisor is responsible for overseeing the front desk and guest services department, ensuring exceptional guest service and a seamless experience for our valued guests. This role requires strong leadership skills, excellent communication, and a passion for delivering outstanding customer service.

Key Responsibilities:

  • Lead and motivate the guest service team to provide exceptional guest service
  • Assist with training and development of team members to ensure they are equipped to provide excellent guest service
  • Oversee the day-to-day operations of the front desk and guest services department
  • Establish and achieve front office goals that align with the resort's direction
  • Communicate and implement current and new procedures and expectations
  • Respond to guest comments and concerns in a timely and professional manner
  • Maintain an efficient system of communication between guest services and other departments
  • Be knowledgeable on all resort rates, packages, and events
  • Accept, confirm, modify, or cancel room reservations
  • Accept and communicate reservations for food and beverage, golf, spa, aviation, and sport shooting
  • Ensure that all special requests of guests are followed through
  • Coordinate and communicate to all appropriate departments any information pertaining to special requirements of a guest or group
  • Responsible for producing and maintaining gift certificates
  • Perform all front desk functions, including checking in and out guests, and answering telephones in accordance with Fox Harb'r Resort procedures
  • Execute all reasonable additional assignments determined by the front office director and resort president

Requirements:

  • Excellent computer skills with a strong working knowledge of Microsoft Office
  • Previous experience with a property management system is an asset
  • Post-secondary education is required with a minimum of 5 years guest service experience
  • Excellent oral and written communication skills, proven ability to effectively solve problems and make decisions, professional telephone manner, and presentation
  • Strong ability in training, coaching, and staff development
  • Must be highly organized, results-oriented, with the ability to be flexible, work well under pressure, and have exceptional guest service skills


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