Guest Services Manager

The Sheraton Vancouver Airport Hotel offers an upscale experience for many valued guests, and provides an equally thrilling experience to grow a career With 32 000 square feet of meeting and convention space and 390 premium guest rooms, our Associates are front and center of the hotel; driving all aspects of the business

**Reporting to the Rooms Operations Manager and Front Office Manager/Assistant Manager, the Guest Services Manager will be responsible for the following**:

- Responsible for the supervision and operation of the front office during primarily **overnight/graveyard shifts and occasional day and mid-day shifts; weekdays, weekends, stat holidays, as business requires**:

- Oversee the security and safety of our guests and associates during PM and overnight shifts, conducting daily rounds of the property
- Lead, motivate and train associates. Continuously strive for an engaged, enthusiastic, high performing team through recruitment and development, enabling all associates to realize their full potential
- Responsible for providing timely feedback and performance reviews of Front Office Hourly associates and supports Front Office Manager with performance management
- Collaborate and provide support on social media initiatives including online reputation management (TripAdvisor, Guest Satisfaction Survey, Yelp, etc.), content creation and social customer service
- Support and maintain effective working relationships cross-functionally with all departments
- Assist and support in recruitment for the department including interviewing applicants with the Front Office Manager and/or in the absence of the Front Office Manager, partnering with Human Resources to recruit high potential applicants
- Anticipate and exceed guest expectations using Brand Standards, proactively resolve any guest concerns
- Support and inform the Rooms Operations Manager/Front Office Manager/other Guest Services Managers on matters pertaining to the operation or development of the Front Office and Hotel in general
- Assist and support in controlling expenses in the Front Office operation
- Ensure workplace health and safety is actively modelled and practiced in the department
- Be alert on Hotel Security, guest safety and security. Ensure all associates are familiar with fire emergency safety procedures
- Monitor and respond in a timely manner to past, current and future guest requests on the hotel's social media channels outside of the Social Media Champion's work hours
- In the absence of Senior Management and/or Department leader, the Guest Services Manager is entrusted and empowered to carry out all various functions including but not limited to the supervision and guidance of all associates and if required, executing disciplinary actions if and when necessary, responding to Fire, Life Safety, and Guest or Associate security issues

**Qualifications**:

- **Able to commit to a varied schedule with the majority of shifts in the overnight/graveyard hours, including weeknights, weekends, and stat holidays**:

- 2-3 years’ front office experience including night audit would be considered an asset
- Reliable and trustworthy
- Able to take initiative and be a self-starter
- Strong guest service skills & supervisory skills are essential
- Strong problem-solving skills & attention to detail are essential
- Strong administrative, organizational, and time management skills
- Desire to work in a team-based environment
- Strong oral and written communication skills required

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

Pay: $61,000.00-$66,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Ability to commute/relocate:

- Richmond, BC V6X 1A3: reliably commute or plan to relocate before starting work (required)

Work Location: In person