Guest Services Manager

**Overview**:
Supervision of the day to day operation of the Service Express Department, which include the command center, front desk, bell services and valet; Coach, train and motivate Service Express associates. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures.

**Major Duties & Responsibilities**:

- Maintains regular and constant contact with Service Express Associates and monitors their contact with guests
- Makes certain that associate interactions with guests are following Westin Brand Guidelines
- Provides constant feedback to department head concerning service issues, including guest desires, complaints and comments
- Assists with the training of Service Express Associates and makes certain that they are trained in all areas of Service Express
- Maintains the schedule of Service Express Associates in cross-functional activities
- Empowers and coaches associates in providing technically proficient, courteous and timely service
- Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met
- Conducts monthly departmental meetings
- Manages and motivates team success in departmental incentive programs
- Presents innovative ideas to hotel management
- Makes certain that the Starwood approved Service Express technology is used to its fullest capacity
- Conduct Quarterly Dialogues with each direct report
- Work with FOM and HR to look at development planning
- Participate in cross-training with Housekeeping
- Ensure associates are trained in the safe work procedures associated with all of their tasks
- Promote safety awareness to associates and demonstrate that safe job performance is the number one priority
- Ensure compliance with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
- Ensure associates report any unsafe conditions, practices or injuries as soon as possible and take appropriate actions
- Set a good safety example
- All other duties as assigned
- Job Requirements/Qualifications:

- **Skills And Experience**:

- Must be able to build and maintain credibility and relationships with customers (internal and external)
- Strong organization and planning skills
- Basic computer knowledge
- Detailed knowledge of Whistler area and available services
- Proven ability in managing time is critical; must be able to plan and execute effectively and efficiently
- Leadership, management and supervisory skills
- Previous experience in a similar role in a similar size/type of property
- Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
- Ability to create, implement and monitor hotel and staff goals, strategies, policies and training
- Ability to access, input, analyze and retrieve information from computers
- Experience using Galaxy UX, Lightspeed, Starguest and MICROS an asset

**General Requirements**:

- Diploma or certificate in Hotel/Restaurant Management or the equivalent is an asset
- Possession of, or ability to obtain First Aid CertificateÂ
- Must be able to sit at a desk for up to 8 hours per day
- Requires manual dexterity to use and operate all necessary equipment
- Diploma or certificate in Hotel/Restaurant Management or the equivalent is asset
- Must be able to stand and exert well-paced mobility for up to 8 hours in length. Must be able to lift up to 15 lbs. on a regular and continuing basis
- Salary/Wage: tbd
- Job Application Process: