Guest Service Manager

1 week ago

Ottawa, Canada The Metcalfe Hotel Full time

The Metcalfe Hotel delivers in Ottawa an understated luxury to world travelers by showcasing our rich building history and connecting to the current culture, community, and people that make Ottawa a lively 21st century capital city. Newly fully renovated and now part of the Gray Collection, our hotel is now entering a new era.

**RESPONSIBILITIES**:

- Responsible for achieving the highest level of Guest Satisfaction
- Elicit guest feedback and resolve any issues to ensure 100% guest satisfaction
- Work closely with the other hotel departments in maintaining guest satisfaction
- Maximize room revenue through assisting in implementing & following through on strategic plans
- Recruit, train, evaluate and schedule Guest Service & Valet employees
- Coach, develop and mentor all Guest Service employees and work within the hotel’s collective agreement to achieve the highest level of Employee Satisfaction
- Maintain a high level of morale through open communication at all levels
- Prepare weekly staffing schedules based on hotel operations
- Conduct regular departmental meetings
- Promote and participate in The Metcalfe service culture
- Work varying schedules to reflect business needs of the hotel & participate in the MOD rotation including evenings and weekend shifts.
- Manage and solve any guest issues that may arise
- Ensure all company policies are followed with regards to financial transactions including payroll
- Responsible for achieving budgeted financial goals through managing departmental costs
- Follow the hotel’s accounting system for ordering departmental supplies
- Process weekly payroll
- Lead the Hotel Orientation for all new hires
- Follow & promote all hotel guest safety measures and health & safety standards including strictly following & enforcing all Covid policies and procedures
- Follow Company policies and procedures
- Perform other duties and special projects as assigned by the General Manager

**QUALIFICATIONS**:

- Three (3) to five (5) years Front Office experience in a supervisory role
- Ability to motivate and inspire a team through leading by example
- Strong leadership and training skills
- Excellent communication skills
- Strong problem solving skills and ability to multi-task and work under pressure
- Must have ability to work within a team environment but also under mínimal supervision
- Maintain a professional and positive attitude at all times
- Must be detail oriented with strong organizational skills
- Strong literacy skills both verbal and written
- Must be able to work evenings, weekends and holidays
- Bilingualism in English and French, required
- Valid Driver’s License, an asset

**Salary**: From $55,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- RRSP match

Schedule:

- Holidays
- Weekend availability

Work Location: In person

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