Guest Service Manager

3 days ago

Victoria, Canada Hotel Rialto Full time

Hotel Rialto is a 58 rooms, family-friendly hotel centrally located in Victoria, steps from Government Street, Royal BC Museum and the Victoria Harbour. As an addition to our team, we are looking to fill a full-time Guest Service Manager position.

As Guest Services Manager, you’ll be responsible for daily operations in our hotel's and offsite accommodation’s continued effort to deliver outstanding guest service and financial profitability.

**Responsibilities**
- Provide a warm, friendly, and professional environment for our hotel guests and team
- Responsible for guest check-ins and check-outs, takes daily rooms reservations as needed
- Oversee daily Front Desk operations
- Monitor group inventory and ensures proper room types are available
- Assist with luggage, storage, and package delivery
- Manage administrative projects and ensure adherence to established quality standards
- Monitor and assess service and satisfaction trends; evaluate and address issues; make improvements accordingly
- Observe and report security issues and participate in OHS as required
- Monitoring guest requests and inquiries on the online booking sites for the offsite rentals
- Ensuring seamless experience for our rentals’ guests
- Responding to quest reviews at Airbnb and VRBO
- Administrative responsibilities and reporting
- Resolving discrepancies with transactions
- Other duties as assigned

**Key Competencies**
- Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments
- Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
- Exceptional conflict resolution, negotiation, and objection handling skills
- Able to respond quickly in a dynamic and changing environment
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Able to effectively communicate both verbally and in writing
- Ability to manage time well and prioritize tasks
- Schedule effectively to meet established targets
- Adaptable to the demands of the day

**Qualifications**
- Bachelor’s degree in hospitality management or a related field, or a combination of education and experience
- Minimum of 1 year of experience in all aspects of customer service and people management
- Strong working knowledge of hospitality industry principles, methods, practices, and techniques
- Must be available to work afternoons from 12pm-8pm, Tuesday through Saturday
- Verifiable double Covid-19 vaccination

Please send a cover letter with your resume. The job posting will remain open until the position is filled.

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

**Salary**: $23.00 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off

Schedule:

- 8 hour shift
- Evenings

Application question(s):

- Are you available to work afternoons from 12pm-8pm?

**Experience**:

- customer service and people management: 1 year (preferred)

Licence/Certification:

- double Covid-19 vaccination (required)

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