Guest Services Manager

3 days ago

Halifax, Canada The Westin Nova Scotian Full time

**Guest Services Manager**

As a **Guest Services Manager**, you play a vital leadership role within the Front Office team. Often the first and last point of contact for our guests, your team sets the tone for the entire stay—whether welcoming guests at the front desk, assisting with luggage, or answering questions. You help guide and support this team, ensuring they deliver exceptional service with professionalism, warmth, and efficiency.

Reporting to the Front Office Manager, you play an essential role in daily operations and often lead the team as Manager on Duty, ensuring smooth hotel management during your shifts. In the role of **Guest Services Manager**, you will:

- **Support Daily Operations** - Assist in overseeing front desk and guest service functions to ensure smooth, efficient, and guest-focused operations across all shifts.
- **Lead by Example** - Act as a hands-on leader, providing real-time coaching, setting service standards, and supporting team members in delivering a consistently high level of guest service.
- **Ensure a Seamless Guest Experience** - Work closely with the Front Office Manager to uphold service standards, resolve guest concerns, and create a welcoming environment throughout the property.
- **Be a Problem Solver** - Step in to handle escalated guest issues with empathy and professionalism, turning challenges into positive experiences.
- **Monitor Desk Performance** - Support revenue and expense tracking at the front desk, ensure accurate billing procedures, and help reduce operational errors.
- **Step In as Manager on Duty** - Take charge of the property during assigned shifts, making decisions to ensure guest satisfaction, team coordination, and smooth hotel operations.

**Job Requirements**
- 2-3 years of progressive experience at a hotel front desk required
- Prior supervisory or management experience in a hotel environment
- College degree in hospitality or related field preferred; relevant coursework a plus
- Strong working knowledge of hotel front office operations and systems
- Excellent verbal and written communication skills in English
- Cash handling and credit card processing experience
- Demonstrated leadership, problem-solving, and team development skills
- Strong guest service orientation with attention to detail
- Ability to work flexible hours, including nights, weekends, and holidays
- Able to stand for extended periods and occasionally lift/carry up to 50 lbs

**Additional Job Duties**
- Supervise and support front desk agents, bell staff, and valet to ensure smooth daily operations
- Monitor and ensure proper completion of daily checklists, reports, and shift duties
- Ensure all guest service standards, policies, and procedures are consistently followed
- Review arrivals, VIPs, and special requests to ensure proper handling
- Respond promptly and professionally to guest complaints or escalated issues
- Maintain close communication with housekeeping, maintenance, and reservations to ensure seamless guest experiences
- Monitor lobby and front-of-house areas to ensure cleanliness, safety, and guest readiness at all times
- Coordinate VIP arrivals and manage special requests or group check-ins
- Assist with onboarding, ongoing training, and mentoring of front office team members
- Other duties as required

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