Guest Services Manager

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.

**KEY AREAS OF RESPONSIBILTY**:

- 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 labour costs to budget figures
- Ensure and maintain exceptional guest satisfaction levels
- Responsibility for correcting customer service issues and ensure proper handling of special requests, VIP’s 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
- Provide direction, support and motivation to the Front Desk team
- Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour 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
- Ensuring regular recognition of staff in exhibiting desired behaviours
- 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
- Supports and promotes 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 using an inclusive hiring approach and in compliance with provisions in the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA) and any other applicable legislation.
- Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent
- Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as departmental budgets including labour
- Assist in control of departmental expenses, including labour, in relation to budget
- Accuracy of department’s cashiering and consistent balancing of department’s float
- Reconciliation of Group accounts and packages
- Ensure accuracy of computer input (i.e. rate cods, etc.)
- **The above areas of responsibility are not all inclusive and may be amended from time to time.**_

**KEY PERFORMANCE INDICATORS**:

- Marriott/Delta quality assessment as it relates to guest ratings and training
- Decrease in the number of guest complaints relating to cleanliness or physical facility
- Marriott Rewards enrollment standards
- Audit scores, guest/client feedback
- Appropriate staff scheduled at appropriate times (i.e. higher performing staff working at peak/high volume periods)
- Revpar growth
- Actual vs. targeted revenue
- Staff knowledge and promotion of special rates/packages, etc.
- Staff awareness and understanding of changes within the organization (i.e. policies/procedures, standards, etc.)
- Number of employee/manager complaints and resolution time
- Turnover rates (year over year)
- Empowered staff (i.e. addressing guest concerns promptly and effectively, decision making, etc.)
- Timely performance revie