Front Desk Manager
15 hours ago
Join the Pack, we think you’d be GREAT
**Provide positive and dynamic 5 STAR PAW service for our Pack and guests with a systems based approach.**
The **Guest Services Manager** oversees daily Guest Services Operations. This role provides support to the Assistant Director and Director of Guest Services in the area of budgeting, labour controls and Pack Member engagement.
**Duties**
- Ensures that Guest Service Agents and Supervisors perform required duties outlined in their job descriptions
- Manages records including but not limited to payroll, time and attendance and performance management.
- Attends pertinent meetings for Lodge operations; Schedules and leads department meetings.
- Coordinates departmental training, including emergency response and brand standard expectations.
- Communicates job expectations; contributes to team success by being accessible and by providing timely feedback on Pack Member and Supervisor performance.
- Contributes to department and organization mission and goals.
- Complete understanding of Lodge layout and Emergency Response procedures
- Acts as Manager on Duty when required
- Completes Pack Member and Supervisor performance reviews, including recognition programs and one on one meetings.
- Responsible for the promotion of a safe workplace which is achieved by understanding the obligations listed in the Occupational Health & Safety Act.
- Manages and tracks guest feedback and responds to guest opportunities; Responds to and follows-up with escalated guest opportunities
- A champion of yearly goals and objectives
- Establishes and maintains department standards with focus on exceptional guest service and 5 star service.
- Determines hotspots and determines timely and effective resolutions
- Ensures departmental scheduling is optimized based on business levels and budget.
- Evaluates, creates and implements efficiencies for improved operational and service standards.
- Determines departmental financial goals with the assistance of Assistant Director and Director of department.
- Responsible for completing departmental inventory and ordering when required; uses obtain competitive quotations on commodities and services
**Qualifications**
- Passion for guest service with a professional demeanor in a fast paced environment.
- Good oral communication with conflict resolution skills.
- Proficient in OPERA and Microsoft packages
- Proven customer service and leadership skills
- Minimum 5 years in a leadership role.
**Job Types**: Full-time, Permanent
**Benefits**:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- Day shift
- Holidays
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus pay
**Experience**:
- Leadership: 2 years (preferred)
Work Location: One location
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