Guest Services Manager

2 weeks ago

Whistler, Canada Blackcomb Springs Suites Full time

The Guest Services Manager is responsible for managing all aspects of the Guest Services Department. A GSM is an ambassador for the brand, providing leadership, direction, and guidance to the entire team, ensuring the delivery of the highest level of service while managing costs.

**Job Duties and Responsibilities**:

- Ensures efficient and effective performance of the Guest Services Department including training, performance, managing the budget, forecast and strategic operation.
- Prepares cost reports and analyzes data for presentation to the management team.
- Oversees all staff in the guest services department including night audit, and group reservations, providing coverage, as necessary.
- Manage expenses for department and ensure float in and out is balanced daily.
- Ensures department has proper supplies to run smoothly and efficiently.
- Conducts monthly meetings with team to ensure proper communication.
- Manages City Ledger and customer aging. No accounts past 90 days.
- Prepare 3rd party contracts for GM review and authorization.
- Support and manage the signature training program for the department including reviewing calls, coaching team members, and performance managing when necessary.
- Remains calm and alert during emergencies, heavy workloads, and other complications.
- Fields guests’ complaints and inquiries while developing and negotiating the most effective solutions.
- Verifies and confirms all incoming OTA and third-party reservations for accuracy, rate, payment structures and deposits as required.
- Assist with monitoring staff accommodation including monthly inspections and assuring assignment sheet is updated for all Guest Services team members.
- Working knowledge of Travel Click, Room Master and AM/PM
- Provide property site tours to potential guests with accurate knowledge of property details and services.
- Preparing and processing bi-weekly Bank deposits
- Complete mid-Month and Month end account coding.
- Respond to all online Guest reviews in a timely manner (OTS’s, Google and Trip Advisor) Assuring GM is aware of any guest challenges brought forward.
- Other duties as assigned.

**Prerequisites**:
**Education**:
A post secondary education in hotel management is an asset. Must have excellent verbal, written and computer system skills.

**Experience**:
Must have a minimum of 2+ years of experience as a Front Desk Leader. Preference given for luxury resort and international experience.

Pay: $65,000.00-$70,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Commuter benefits
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- Day shift
- Weekends as needed

**Experience**:

- hotel front desk: 2 years (required)
- front desk leadership: 1 year (required)

Work Location: In person

Application deadline: 2024-11-08
Expected start date: 2024-11-12

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