GUEST SERVICE MANAGER

Prince of Wales is currently seeking a Guest Service Manager to join our growing team This is a great opportunity that can provide flexibility, valuable work experience, and a chance to work with a tenured team.  Job Title: Guest Service Manager Location: Niagara-on-the-Lake, ON Property: Prince of Wales  This posting is for an existing vacancy within Lais Hotel Properties Limited. Position Summary: To assist the Front Office Manager with the daily administrative and operational activities required for guest services including check in/out for a superior quality hotel and conference facility.Duties and Responsibilities:Primary Responsibilities:Providing personalized and exceptional guest service at every given opportunityMeeting established up-selling and sales goalsPerforms all duties of a Guest Service AgentSupervises and schedules Team Members on a daily basisProcesses cash and/or credit card paymentsCoordinates room availability with reservations and other departmentsAssists with the resolutions of Guest complaints and appropriate follow-up with the Manager and/or Operations Management as requiredProcesses daily cash reports and occupancy reports as requiredAssists Guests with questions, or concerns regarding the area, the hotel and/or amenities if required.Answers and forwards telephone calls to the appropriate department and/or roomWorks closely as a liaison with other departments such as housekeeping, conferences and/or sales department, dining room and other departments as requiredAssists the Front Office Manager with human resources functions relative to interviewing, screening, and selection of new Team MembersFilling Duty Manager shifts when requiredHaving a thorough knowledge of Lais Hotel Properties’ products and servicesSuggesting additional products and services meeting our Guests’ specific preferencesAssessing Guests’ individual needs to meet standards for additional products and servicesActively seeking ways to meet Guests’ product or service needsAll other duties as assignedHealth and Safety ResponsibilitiesA supervisor shall ensure that a worker,works in the manner and with the protective devices, measures and procedures required by the Occupational Health & Safety Act and the regulations; anduses or wears the equipment, protective devices or clothing that the worker’s employer requires to be used or worn;advise a worker of the existence of any potential or actual danger to the health or safety of the worker of which the supervisor is aware;where so prescribed, provide a worker with written instructions as to the measures and procedures to be taken for the protection of the worker; andtake every precaution reasonable in the circumstances for the protection of a workerPerform departmental workplace inspections as assignedConduct safety talks as assignedConduct incident investigationsConduct team member health & safety training including Standard Operating Procedures & Primary Training and performing team member safety observanceAlways ensure that workplace accidents/injuries are reported immediately to a Manager/Supervisor.Cooperates in the Return-to-Work Program of a Team MemberCorrect substandard acts or conditions through Human Resources Standard & Procedure “C.15 Progressive Corrective Action”Commend team members on safe work practices and performanceProfessional Requirements:Grade 12 Education combined with College or University training in the hospitality industry preferredMinimum of 5 years experience as a Guest Service Agent Excellent communication skills both written and verbal Previous up-selling and/or sales experience is considered an assetPersonal Attributes:Outgoing and friendly with a pleasant professional attitudeMust be self-motivated and a team playerGood listening skills are essential in combination with above average patienceMust be a well organized with the ability to prioritize workload and planning activities within the departmentDiplomatic and tactful demeanor when interacting with difficult guestsConfidence is selling and up-selling products and servicesPositive sales-oriented personalityDesire to meet goalsEthical and honestPhysical requirements:Ability to tolerate standing for extended periods of timeDealing with seasonal temperature demandsLifting to assist with luggage on an occasional basisQuestions, quoting the job title and location, may be directed to Lais Hotel Properties Limited is committed to fostering a diverse, inclusive, and accessible workplace where all individuals are valued and respected. We welcome and encourage applications from people with disabilities, Indigenous peoples, racialized individuals, women, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of our team.Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs. We are an equal opportunity employer and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.