Guest Services Manager

**ROLE PROPOSITION**

**Physical Requirement**:
Sedentary, work activities involve handling loads up to 5kg; Predominately in an indoor setting.

**ACCOUNTABILITIES**:

- Demonstrates what it means to be a ‘Service Champion’ for the role modelling welcoming hospitality and exemplifying excellence in service for the Guest Services team
- Taking the initiative to conducts pre arrival process to contact all future guests to add personalized experiences for guests with guests pre arrival and in house to ascertain preferences and provide insightful recommendations
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;
- Resolves customer complaints; assists customers in all inquiries in connection with hotel and resort services, hours of operations, in-house events, directions, etc.
- Assists guests in all inquiries in connection with hotel and resort services, hours of operations, in-house events, directions, etc.
- Provide collateral and information on restaurants, attractions, activities, and maps
- Provides basic trouble-shooting support for in-room services such as internet, TV movies and Web service
- Work in complete unison with Front Office and Reservations teams to deliver a “Best in Class” arrival/departure experiences and unique service experiences for all guests during their stay
- Maintains a sense of lobby presence and guest assistance at all times, supporting the Front Office acting as a Lobby Ambassador
- Answer the telephone with a pleasant manner and approved verbiage, directing calls appropriately
- Owns departmental full cycle recruitment efforts such as conducting interviews, hiring and departmental onboarding
- Monitors cost control efforts and interprets financial statements; making recommendations for budget and forecast
- Approves the concierge and bell team timesheets weekly for accuracy and approves employee vacation requests when possible
- Develops the concierge and bell team schedule in alignment with business needs
- Develops departmental policies and procedures and implementation
- Develops and maintains a safety culture within the guest services department, ensuring active departmental participation, adherence, and awareness to Hotel and WorkSafe BC standards.
- Attends the Joint Health & Safety Committee meetings as a departmental designate
- Other duties as required

**IDEAL CANDIDATE**
- Proven leadership skills with a minimum of 2 year’s experience as Concierge or at Front Desk
- Experience in a hotel setting or related industry is required; Resort experience ideal
- Post-secondary education in hospitality or related discipline
- Recognized designation as CHC or membership in Les Clefs d’Or is a strong asset
- Extensive familiarity with Sun Peaks community with established connections is a benefit
- Strong in quickly building relationships with others, a true connector and communicator
- Energetic with a confident positive attitude, driven to deliver elevated guest experiences
- Professional and well organized with excellent communication skills in English, multi-lingual is a strong asset
- Ability to deliver results, promote and innovative in a fast-paced multi-tasked environment
- Highly responsible self-starter and reliable team player, with the ability to remain calm
- Aptitudes in resolving issues and ability to think on your feet
- Must have the ability to supervise, mentor, train and motivate a team
- A working knowledge of hotel systems, specifically Opera PMS would be a strong benefit
- A level of financial acumen and ability to budget, forecast, and interpret financial statements

Note: As part of the Front Office operation, Guest Services runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (morning, weekends, evenings) is required.

**What you can expect from us**:
The Sun Peaks Grand culture encourages individual initiative and a collaborative approach to delivering our guests' finest mountain resort experience. We value innovation and development that contribute to business success and personal growth. We also know you have a life outside of work and encourage work-life balance, including reaping the benefits of living in a resort and the mountain’s summer and winter activities.

**A sneak peek into some of the perks and benefits our Full-Time employees enjoy**:

- Full access Winter/Summer Season Lift, Trail and Golf passes
- 3 weeks of paid vacation
- Dining discounts within our hotel & resort outlets
- Benefits plan and additional wellness components, including Health Spending Account and EFAP
- Eligibility for our ‘Pay for Performance’ incentive bonus program (after the qualifying period), awarded to our top performers
- Participation in the RRSP and matching DPSP programs
- Retail discounts in Resort owned outlets
- Reciprocal programs with partnering hotels
- Friends and family hotel rates
- Continued prof