Guest Service Manager

**ABOUT US**:
At The Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central, we help guests feel refreshed and ready to take on the day by caring for them and delivering what they need with a friendly, can-do attitude.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more

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You are responsible for leading a front office team that delivers unique, genuine, and memorable guest experiences using strong customer relations and leadership capabilities. You will need to make effective quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with brand and financial standards.

You are responsible for leading a front office team that delivers unique, genuine, and memorable guest experiences using strong customer relations and leadership capabilities. You will need to make effective quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with brand and financial standards.

**DUTIES & RESPONSIBILITIES**:

- **OPERATIONS: To ensure the front desk runs efficiently and that each guest has a comfortable stay while ensuring adherence to brand standards.**_
- Manage the day-to-day operation of the hotel front office to ensure adherence to hotels brand standards
- Analyze, investigate, and promptly resolve guest and employee issues and any other problems that may arise
- Prepare staff schedule for front desk, complete payroll and monitor labor costs to budget figures

Ensure and maintain exceptional guest satisfaction levels
- Responsibility for correcting customer service issues and ensure proper handling of special requests, VIPs, and guest requirements
- Analyze market rates daily and perform necessary strategic revenue management tactics to ensure our hotel remains competitive
- Maintain information on rates, specials, packages, programs, etc. and ensuring staff are trained in all areas
- Ensure adherence to relevant legislation as it relates to fire, health & safety, accessibility, employment, etc.
- Check, approve and code invoices and follow guidelines as per accounting procedures
- Maintain accurate cash flow sheet, direct bill accounts, credit card receipts, registration cards, and reservation cards, and responsible for overall accounting and computer procedures
- Oversee performance of POS software and updates
- Check previous day’s work (i.e., posting deposits, cashier reports, petty cash receipts)
- Promote teamwork and quality guest service through effective communication and coordination with other departments
- Perform all tasks of a Guest Service Representative
- Completion of Duty Manager Reports
- Completion of weekly reports, forecast, reservations on the books, scheduling, and payroll input
- Conduct monthly department meetings and take minutes
- **PEOPLE RESOURCES: Creating a respectful and caring, equitable, and positive work environment which in turn contributes to a high performing front desk team.**_
- Provide direction, support, and motivation to the Front Desk team
- Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labor compliance, etc.)
- Responsible for recruiting and training front desk and breakfast room employees to ensure service levels are maintained
- Promptly resolve employee problems and complete proper documentation in accordance with hotel policies and Employment Standards Act (i.e., discipline, terminations, etc.)
- Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training, and growth
- Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
- Create and maintain a collaborative, respectful working environment where staff are respectful, supportive, provided the proper tools/training to do their jobs, and treated fairly
- Coordinate procedures and systems to ensure hotel policies and practices are administered on a consistent and equitable basis
- Support and promote a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
- Oversee and participate in the recruitment and onboarding process to ensure service levels are maintained usi