Guest Service Manager

7 days ago

Revelstoke, Canada Premier Visa and Immigration Services Ltd. Full time

Support General Manager with all aspects of the lodge and property operations for the winter as well as summer guest programs
- Lead, hire, train and manage the lodge team in all things related to rooms, breakfast, apres and transfers, opening and closing duties as well as wellness facility upkeep
- Ensure staff is trained in using the systems and make them aware of standards as well as ensuring the standards are being followed
- Develop and establish standard operating procedures (SOPs) and create lodge checklists on our in-house PMS, ensure these are followed
- Take initiative to further the product by questioning operational norms, proposing solutions, and striving to innovate and streamline the operation
- Provide meaningful leadership within the Team
- Work hand in hand with the restaurant manager to create a wholesome working environment

**Responsibilities**
- Lead the lodge staff by example and support them whenever necessary
- Be creative with apres settings and come up with new experiences on a regular basis
- Manage the guest experience by working externally with clients and internally with the operations teams
- Assist with recruiting, hiring, coaching and terminating staff in accordance with the General Manager
- Performing staff reviews, creating schedules and managing staff payroll
- Create, implement and update training manuals and checklists for SOPs
- Lead training on guest service procedures to all staff; emphasizing accountability and importance of standard
- Facilitate clear communication between all departments and be proactive to continuously improve internal communication practices
- Assist the lodge team in delivering full experience stays by executing daily itineraries and handling reservations, activity logistics, transportation schedules and town activities
- Take charge of guest communication, requests and/or other items in support of the Experience Managers
- Track and order all guest special requests (i.e. liquor, amenities, food, etc.) and ensure all facilities are set up to guest needs
- Manage inventory of lodge amenities, cleaning items, lodge specific F&B and retail
- Control, monitor, and report credit card expenses that support buildings and operations.
- Approve all property specific vendor invoices and submit to accounting in a timely manner.
- Any other duties that may be assigned.

**Qualifications**
- Strong working knowledge of Google Suite
- Comfortable working on a Mac computer
- Experience in effectively managing a team
- Efficient and effective time management skill

**Special Requirements**
- Driver’s license and ability to be insured to transport guests
- Ability to work flexible hours, when needed

**Preferences**
- Efficient and effective communicator
- Experience working with high-end clientele
- Strong customer service skills
- Experience in the hospitality and/or guiding field
- Possess a strong sense of confidence
- Ability to work well with varying personalities
- Team leader

*
Highly organized

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

**Salary**: $17.00-$22.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Overtime
- Weekend availability

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Revelstoke, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (preferred)

Work Location: One location

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