Guest Service Manager

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Service Manager you’lldeliver this throughmanaging all aspects of guest service (for example front desk reception, breakfast/Social hosts, duty managers, guest requests, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location

**A little taste of your day-to-day**

Every day is different, but you’ll mostly be:

- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
- Educate and train team members in compliance with federal, provincial and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team are properly trained on systems, security, service and quality standards
- Ensure your guest service team delivers a great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
- Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Oversee night audit function and preparation of daily financial reports
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
- Perform other duties as assigned. May also serve as manager on duty

**What we need from you**
- Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
- Must speak fluent English
- Other languages preferred
- Position may have additional qualifications per brand standard

**What you can expect from us**

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you’ll become part of our hotel family.

**Job Types**: Full-time, Permanent

Expected hours: No less than 40 per week

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off

Ability to commute/relocate:

- Aurora, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hotel Guest Service: 3 years (preferred)

Work Location: In person