Guest Services Manager

**DUTIES & RESPONSIBILITIES**:

- Welcome all hotel guests in a professional, courteous and hospitable manner, providing exceptional guest service levels all in accordance with The Holiday Inn Express & Suites Moncton and D.P. Murphy Hotels standards.
- When required; ensure the safety and security of our hotel guests, employees and hotel assets through regular and thorough security surveillance which would take the form of hotel patrols, verification of locked entrances, lighting, communication and reporting and pro-actively utilizing the services of Moncton RCMP when deemed necessary.
- Ensure a thorough knowledge of the facilities and features of The Holiday Inn & Suites Moncton, so as to provide information in a sales-conscious manner in response to inquiries received through a variety of channels, satisfying any informational inquiries.
- Ensure a thorough knowledge of the region including but not limited to various restaurants, shopping, tourist attractions, transportation services, emergency facilities, etcin an effort to best provide exceptional guest services.
- Take immediate and positive action within the guidelines provided in the event of emergency alarms or situations of any nature.
- Act as the first point of contact for guests, as an ambassador of the hotel.
- Greet and check in guests in an efficient and professional manner, following hotel standards, while multitasking and answering phones and directing calls to the requested extension.
- Address guest concerns and resolve minor issues in a positive and helpful manner and take prompt, corrective action where necessary.
- Build, train, coach, guide, reward and recognize, manage, schedule and discipline a team of professionals at the front desk who will live by the Holiday Inn Express & Suites Moncton and D.P. Murphy Hotels sets of values and principle work ethics in order to consistently deliver to our guests, an experience that will exceed their expectations.
- Maintain a process by which the front office staff will collect and receive payments and check guests in or out of the hotel in a courteous and efficient manner in accordance with the Guest Credit Policy.
- Maintain an efficient method of communicating important information for special amenity requirements, in-house or arriving guest requests including priority cleaning assignments, maintenance issues, breakfast, changes in room statuses, lost and found inquiries, sick calls, etcto the appropriate department(s).
- Train the team on the standards in an effort to ensure that we exceed the guest’s expectations and build loyalty to the hotel and the brand.
- Train and coach the team to maximize room revenue opportunity; through active up-selling of room types and room rates when accepting reservations and upon arrival.
- Train and coach the team to accept, confirm, modify or cancel room reservations and communicate any future booking details or discrepancies to appropriate management personnel.
- Ensure necessary operating supplies for the front desk are re-ordered so as not to sacrifice guest service and the effective and efficient operation of the front desk.
- Ensure that the front office team completes and balances at the end of each shift, all transactions performed through hotel computer system as well as maintain accurate and efficient filing system.
- Overview accounts receivable invoicing and ensure payments on accounts are posted on a regular basis.
- Prepare weekly management forecast reports to assist in the maximizing of revenue management and to take an active lead in rate and inventory strategies, utilizing various software programs and to actively participate in all meetings pertaining to revenue strategy and goal setting.
- Overview the operation of the Pantry with regards to pricing, stocking and inventory.
- Prepare weekly and monthly courier packages for submission to corporate office.
- Ensure all on-line training requirements is completed, practiced and utilized to ensure the most effective operation of the business.
- Demonstrate initiative in decision-making with the aim of maximizing guest service, ensuring guest and employee safety and safeguarding of hotel facilities and to respond to all guest service related issues, directly, through Medallia, TripAdvisor or other appropriate avenues.
- Actively participate in regular hotel inspections, including public areas, room inspections, exterior walk-arounds, back of house, etcin an effort to ensure the quality of cleanliness and repair is ever present throughout the hotel.
- Participate in client events, receptions, industry meetings or conferences to continually promote the hotel.
- Continually monitor front office expenses, including labour costs, to ensure that the department is operating cost effectively.
- Prepare reports, forecasts or budgets as requested pertaining to the day to day operations of the front office.
- Participate in the rotational schedule for weekend manager on duty.
- Execute all reasonable a