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Hospitality Operations Manager

1 month ago

Toronto, Ontario, Canada Omni Hotels & Resorts Full time

Job Summary

The Guest Services Manager position is an exciting opportunity for a motivated and customer-focused individual to join our team at the Omni King Edward Hotel. As a key member of our Front Office Department, you will be responsible for planning, goal setting, and day-to-day operations to ensure exceptional guest service and satisfaction.

Key Responsibilities

  • Implement company programs and manage the operations of the Front Desk Office to ensure compliance with LSOPs and SOPs.
  • Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
  • Maintain continuous liaison with management, reservations desk, and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
  • Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
  • Participate with other members of management in developing plans to deliver special services to selected targeted markets.
  • Complete AM/PM overnight manager's checklist and any other task and responsibilities.
  • Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow, and associate performance to ensure high levels of customer satisfaction and quality.
  • Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues, and upselling goals.
  • Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
  • Develop, recommend, and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.