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Guest Services Manager

9 hours ago

Richmond, British Columbia, Canada Vancouver Airport Marriott Hotel Full time

The Vancouver Airport Marriott Hotel offers guests the best of many worlds: The luxury of an upscale Hotel just minutes to the Vancouver International Airport, the convenience of being located in the heart of Richmond, and residing steps from plentiful shopping and unforgettable cultural experiences Guests thrive with a restful sleep in our modern guest rooms and can connect with family and friends in the welcoming Great Room just prior to experiencing the tantalizing flavors of 75 West Coast Grill

Reporting to the Front Office Manager (FOM), the Guest Services Manager will be responsible for the following:

·    Responsible for the supervision and operation of the front office during various shifts including day, mid-day, evenings, overnight/graveyard, weekday, weekend, stat holidays, as business requires

·    Lead, motivate and train associates. Continuously strive for an engaged, enthusiastic, high performing team through leading by example

·    Responsible for providing timely feedback and coaching to the Front Office Hourly associates and supports FOM with performance management

·    With the direction of the FOM, controls labor and expenses within the budget and forecast of the Front Office operations

·    Assist and support in recruitment for the department including interviewing applicants with the FOM and/or in the absence of the FOM, partnering with Human Resources to recruit high potential applicants

·    Collaborate and provide support on social media initiatives including online reputation management (TripAdvisor, Guest Satisfaction Survey, Yelp, etc.), content creation and social customer service

·    Support and maintain close and effective working relationships cross-functionally with all departments

·    In the absence of Senior Management and/or Department leader, the Guest Services Manager is entrusted and empowered to carry out all various functions including but not limited to the supervision and guidance of all associates and if required, executing disciplinary actions if and when necessary, responding to Fire, Life Safety, and Guest or Associate security issues

·    Anticipate and exceed guest expectations, modelling the Brand Standards and Marriott service culture, proactively resolving guest concerns as they arise

·    Support and inform Front Office Manager and fellow Guest Services Managers on matters pertaining to the operation or development of the Front Office and Hotel in general

·    Ensure occupational health and safety is actively practiced in the department

·    Be alert on Hotel Security, guest safety and security. Ensure all associates are familiar with fire emergency safety procedures

· Other tasks, as assigned

Qualifications:

· year's front office experience preferred

·    Night Audit experience a big asset

·    Available to work
all shifts without restrictions
: early morning, mid-day, evenings, graveyard/overnight non-negotiable

·    Able to take initiative and be a self-starter

·    Strong guest service skills & supervisory skills are essential

·    Strong problem solving skills & attention to detail are essential

·    Strong administrative, organizational, and time management skills

·    Desire to work in a team-based environment

·    Strong oral and written communication skills required

Vancouver Airport Marriott is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law. Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact the Human Resources Department upon application.