Guest Service Manager

2 weeks ago

Port Carling, Canada ClubLink Full time

**Sherwood Inn is Hiring**

The Guest Service Manager is responsible for the Supervision and Operation of the Front Desk and Housekeeping Departments. The GSM will coordinate all activities required in the Front Office and Housekeeping departments for the efficient preparation and execution of the guest experience at Sherwood.

**Daily and Weekly Operations**:

- Develop and recommend short and long term goals for the front office staff and implement programs and strategies to meet them.
- Assists in hiring, training, and on-going supervision of the Front Desk & Housekeeping staff
- Prepare and update staffing schedules
- Provides guests with outstanding guest service, efficient and effective registration and billing services in a professional, friendly manner
- Liaises with Maintenance, Sales, Food and Beverage, Accounting and Catering departments to ensure coordination of room activity.
- Check that information and direction is provided to all employees to ensure 100% occupancy with few or no relocates/issues.
- Assist with room inspections daily, tour public areas, floors and VIP rooms daily.
- Liaises with the Reservation department to ensure efficient entry of group blocks and maximizing overall room revenue.
- Schedule and oversee Night Audit staff.
- Assist other Front Office & Housekeeping personnel during peak times.
- Resolve guest complaints and follow up to ensure their resolution.
- Ensure front office floats are accurately maintained and provide changes when needed.
- Prepares monthly reports and room forecasts
- Updates the MOD report, deficiency reports and monitors DMR for accuracy
- Performs other duties as requested by management

**Qualifications**:

- Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks
- Attention to detail
- General office communication and customer service skills
- Must be able to stand for extended periods of time
- Ability to work variety of shifts, including days, evening, weekends and holidays

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