Guest Services Manager

3 days ago

Vancouver, Canada The Como Hotel Full time

**About The Como Hotel**:
Nestled in Vancouver’s vibrant West End, The Como Hotel is a locally owned 32-room boutique hotel that blends European charm with West Coast energy. We offer thoughtfully designed spaces for modern travelers—from cozy solo stays to spacious suites for families. Our philosophy is rooted in warm hospitality, intentional design, and creating meaningful guest experiences.

**Job Overview**:
We’re looking for a passionate and personable Guest Services Manager to be the face of The Como Hotel’s guest experience. You’ll oversee daily guest interactions, manage reservations, ensure smooth check-ins and check-outs, manage feedback and service recovery, and lead the guest services team. This role is perfect for someone who thrives in a people-first environment and takes pride in delivering exceptional service with a personal touch.

**Key Responsibilities**:

- Uphold excellent hospitality standards.
- Oversee guest arrival and departure processes (in-person, self-check-in, or remote).
- Be the primary point of contact for guest needs, special requests, and service recovery.
- Manage housekeeping and operations teams to ensure room readiness and guest satisfaction.
- Respond to guest feedback through online reviews and internal channels.
- Create and implement guest experience enhancements, from personalized notes to mid-stay check-ins.
- Support administrative duties related to guest services operations.
- Monitor KPIs such as occupancy levels, guest satisfaction scores, response times, and service efficiency.

**Requirements**:

- 5+ years of experience in a hospitality or guest services role (hotel experience mandatory).
- Strong communication and interpersonal skills.
- Detail-oriented with a passion for hospitality and service excellence.
- Comfortable with tech tools (Cloudbeds property management system, messaging apps, etc.) and self-service check-in systems.
- Calm and solution-focused under pressure. Flexible schedule, including weekends and holidays.

**Bonus If You**:

- Speak additional languages.
- Have experience with boutique hotels or hospitality. Bring creative ideas to surprise and delight guests.

**Why Work With Us**:

- Be part of a growing, design-forward hospitality brand.
- Extended health coverage.
- Paid time off/vacation.
- Parking on-site.
- Work in a beautiful, centrally located hotel near Stanley Park and English Bay.
- Flexible, collaborative, and supportive team environment.
- Opportunities for growth and innovation in a start-up-style culture.

**About The Como Hotel**:
Designed for the modern traveler, The Como is a locally owned 32 room boutique hotel offering a thoughtfully curated stay—where design, comfort, and simplicity come together seamlessly. With self-service technology, welcoming spaces, and an eye for detail, we create a guest experience that feels both personal and effortlessly elevated.

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