Guest Service Manager at Fairfield Inn Guelph

2 days ago

Guelph, Canada Fairfield Inn & Suites Guelph Full time

Prior Hotel Experience would be an Asset.

Manages the Guest Services, Front Desk and Front Desk Operations, including Check ins, Checkouts, Guest Experience etc.

*Builds and contributes to a service culture that is characterized by empowered guest service specialists, providing engaging service and creating memorable experiences.
- Manage Brand Standards Audits
- Manage Guest Customer Satisfaction Scores and ensures they are above Brand Standards.
- Should be able to work on job and have hands on experience with all operations of the hotel.

**Supports colleagues by demonstrating consistent and timely presence in all areas of the hotel operation during peak operational times.**

**Maintains a strong team environment, placing emphasis on colleague satisfaction and development.**

**Contributes to an environment of continuous improvement by proactively identifying areas of improvement and collaborating on solutions.**

**Leads colleagues in a consultative style by providing encouragement, empowerment, support and coaching.**

**Ensures effective departmental communication, as well as liaising between various departments to establish proactive processes ensuring guest satisfaction.**

**Provides ongoing coaching and feedback to colleagues on guest service recovery and empowerment.**

**Understands colleague job roles, responsibilities and performance expectations in order to effectively support and manage on the floor.**

**Demonstrates team spirit and leads by example by supporting others, offering suggestions and taking initiative and ownership of actions.**

**Sets the highest standards in regards to grooming and overall professionalism.**

**Resolves all guests-related requests and /or concerns, in a professional and courteous manner.**

**Conducts pre-shift briefings.**

**Effectively develops departmental schedule, while optimizing staffing levels based on business volumes and demands.**

**Participates in training of colleagues; both new hire training, and ongoing role specific training. **Ensures compliance with hotel and department specific policies and procedures, including health & safety, service standards, property specific systems and the collective agreement.

**Attends and contributes to all Department Head and cross-functional departmental meetings**
- Cross Responsibility for all departments including guest services, house keeping, maintenance, breakfast etc

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Guelph, ON N1G 0C1: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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