Assistant Guest Services Manager

Scope:
Assists the Guest Service Manager in managing guest service operations to include guest registration, telephone services, night audit, security and guest reservations to ensure guest satisfaction and maximize hotel profitability.

**Primary Responsibilities**:

- Oversees and participates in guest registration.
- Motivates staff and establishes a productive working environment for hotel.
- Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments; and conducts performance evaluations and provides feedback to employees.
- Assists in scheduling staff according to standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
- Analyzes and generates reports and communicates information to employees and appropriate departments.
- Knowledgeable of hotel property, amenities, area attractions and transportation.
- Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
- Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
- Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
- Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
- Provides a professional image at all times through appearance and dress.
- Follows company policies and procedures and is able to effectively communicate them to subordinates.
- Follows company policies and procedures and is able to effectively communicate them to subordinates.
- Conducts training classes regarding safety, security, brand & department procedures and service guidelines.
- Fulfills Manager on Duty shifts.
- Ensures hotel is in compliance with all federal, provincial and local laws, including health and safety, ESA and human rights.
- Leads the department in the absence of the Guest Service Manager

DUTIES AND RESPONSIBILITIES
- Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.
- Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.
- Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or at a later date). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, procedures to follow in the event of fire, and current property safety awareness programs.
- Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.
- Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.
- Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing.
- Insist on good housekeeping and enforce the “Clean As You Go” practice.
- Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.

Note: Other duties as assigned by supervisor or management

**Qualifications**:
**Education/ Experience**: High School diploma or equivalent and two years’ experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

**Certification and/or License Requirement**:Alcohol awareness certification. Valid provincial driver’s license.

**Skills**:
Interpersonal skills

Communication skills

Organizational skills

Customer service orientation

Computer skills

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

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Kingston, ON K7L 1A2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Ha