Guest Services Manager

2 weeks ago

Barrie, Canada Horseshoe Resort Full time

POSITION: Guest Services Manager

DEPARTMENT: Guest Services

REPORTS TO: Director of Sales

STATUS OF POSITION: Permanent Full Time

WHO WE ARE: At Horseshoe Resort, we are a team that loves to serve people, priding ourselves on the service that our colleagues deliver to our guests. Horseshoe Resort is always looking for talented individuals to join our growing team of hospitality professionals and recreation enthusiasts. If you are outgoing, friendly and love adventure and the outdoors, you may be the person we are looking for

Position Summary

The Guest Services Manager should not only have an extensive knowledge of the business operations, but also the leadership and administrative skills to coach and manage staff, interact with guests, budget and schedule. The Manager will work with the Director of Sales to effectively run and oversee all guest services operations and functions in a professional manner while creating a seamless and engaging experience for the guests.

Duties and Responsibilities:

- To manage the year-round daily operations of the guest services department
- Lead the central desk for all recreation customer service inquires and resolution
- The point person for all program building and development in the designated system
- Have a strong focus on business development and growth
- Assist with annual budgets and monthly financial reports including establishing yearly goals and objectives
- Creates purchase orders and tracks departmental expenses
- Maintains the registration of all resort season passes and activity sales
- Develop and implement standard operating procedures for staff in the various departments
- Improve standards and services to ensure guest satisfaction and loyalty.
- Determine staffing needs for all departments based on business levels and operations
- Interview, hire, and train enthusiastic employees while continually coaching them on how to improve standards of service
- Encourage high employee morale and loyalty while maintaining departmental organization.
- Improve, maintain, and adhere to all operational and safety procedures ensuring safe and efficient operation in all departments
- Manage guest complaints, general incidents and accidents and trouble shooting.
- Coach and mentor employees, complete employee evaluations.
- Other duties as required

Qualifications:

- Must be self-motivated and able to take initiative and find solutions to problems before they arise
- Be able to work and maintain budgets including expenses, payroll and revenue and help find solutions should we not be within budgets
- Be outgoing, enthusiastic, and represent the values of the resort, LIVE IT, LOVE IT, OWN IT
- Be able to lead and motivate a large team of staff in multiple departments during peak times in a positive and motivating manner
- Excellent customer service, organization, communication and computer skills
- Experience in training and facilitation is an asset
- Ability to multi-task and cope with the pressure of the fast-paced resort environment
- Superior communication, interpersonal and management skills

Join our team today, and enjoy employee perks such as Resort staff pass for yourself and your dependents, retail, lodging, and restaurant discounts, along with additional perks and discounts at our other affiliated resort - Deerhurst Resort in Muskoka.

Schedule:

- 8 hour shift

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