Assistant Guest Service Manager

MAJOR DUTIES AND RESPONSIBILITIES

• Direct and control the activities of the Front Office, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures.

• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.

• Must ensure that all personnel are trained & kept well informed of department objectives and policies.

• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.

• Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.

• Maintains reservations systems such as Light Speed and Property Management

System.

• Assists the front Desk Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.

• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.

• Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.

• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.

• Assists to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.

• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.

• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Monitor and analyze the payroll for the Front Desk to ensure maximum effectiveness towards guest services while realizing full profit potential.

• Display a high degree of professionalism and integrity as befitting a member of management.

• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.

• Understands the government regulations affecting hotel's operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.

• Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.

• Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.

• As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

• Establish and enforce all safety policies and procedures. Ensure that an employee complies with OHSA and its regulations. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.

• Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.

• Conduct orientation for all new employees before they start work. If possible, have a member of the Health and Safety Committee meet with the new employee (as part of the orientation or at a later date). Ensure that new employees receive instruction (verbal and written) on WHMIS, the unique hazards of their jobs, accident reporting, CPR and first aid, back injury prevention techniques, procedures to follow in the event of fire, and current property safety awareness programs.

• Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed.

• Ensure that all employees use or wear any equipment, protective devices or clothing required under the Health & Safety Program.

• Investigate all employee accidents thoroughly and immediately. Get the facts from the injured worker and witnesses and fill out necessary accident report forms promptly and completely. These forms should then be submitted to Human Resources for processing.

• Insist on good housekeeping and enforce the "Clean as You Go" practice.

• Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.

• Personal vehicle to travel locally or to other locations is a primary job duty

MINIMUM QUALIFICATIONS AND SKILLS

• 3-4 years of supervisor experience in a guest service environment.

• Hotel or post-secondary degree/diploma an asset.

• Strong background in development & execution of business, marketing & sales plans and operating budgets.

• Ability to set procedures relating to groups according to company policy and Yield Management targets.

• Proven track record in revenue management, exceeding market share and sales targets.

• Results oriented, hands-on leader with high ethics, personal accountability and a proven track record of being an exceptional communicator, coach and mentor to ensure high performance and superior customer service delivery.

• Ability to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives.

• Excellent organizational, written and oral communication.

• Ability to deal with all levels of management and staff in a professional manner.

• Ability to keep central reservations updated on hotel facilities/special promotions to maximize revenues.

• Must be a self-starter, able to work under pressure with the ability to meet deadlines.

• Accuracy and attention to detail skills. Proven leadership qualities.

• Night audit experience an asset.

• Valid provincial driver's license