Guest Services Manager

Overview / vue générale:
**King Edward Hotel**

With its rich history, timeless elegance, and modern hospitality, the Omni King Edward Hotel has been a favourite of both locals and visitors for over 120 years. Located in the heart of downtown Toronto, this landmark hotel is just steps away from a wealth of diverse restaurants, tourist hotspots, and shopping centres. It's no wonder the Omni King Edward is the perfect destination for business and leisure travellers alike.

The Omni King Edward Hotel's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni King Edward Hotel may be your perfect match

Job Description / description de l'emploi:
The Guest Services Manager position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This is a customer service position which requires a multitide of tasks while consistently providing exceptional customer service to our guests and clients in-house.

Qualifications / qualifications:

- College degree or equivalent, preferably in a hospitality management program.
- 2-3 years of experience in hotel operations with a strong interest in other departments.
- Previous experience as Guest Service Manager.
- Strong computer skills with advanced knowledge of Microsoft Office and Outlook; Knowledge of Opera, Birchstreet, and/or Synergy preferred.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Ability to handle cash and credit transactions.
- Ability to enforce all company policies and standard operating procedures.
- Ability to maintain 4-Diamond level cleanliness standards.
- Ability to work with management on special projects.
- Previous experience in health & safety.
- First Aid/CPR certification is preferred.
- Smart Serve certification is preferred.
- Must be able to remain calm and professional during stressful situations.
- Must be able to work a flexible schedule including day, evening, overnight shifts, weekends and holidays.
- Must be legally eligible to work in Canada.

Responsibilities / responsabilités:

- Planning, goal setting and day-to-day operations of the Front Office Department. The major areas of responsibility include: Front Desk, Ideal Service Agents, Bell Services, Door, Concierge, and Royal Club
- Implement company programs and manage the operations of the Front Desk Office (Front Desk, ISAs, Bell Services, Door, Concierge, and Royal Club) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service.
- Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
- Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
- Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
- Participate with other members of management in developing plans to deliver special services to selected targeted markets.
- Complete AM/PM overnight manager’s checklist and any other task and responsibilities.
- Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
- Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues and upselling goals.
- Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
- Develop, recommend and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.