Guest Services Manager

Super 8 by Wyndham Yellowknife‐ Guest Services Manager

Yellowknife

Holloway Lodging Corporation, a wholly owned subsidiary of Clarke Inc. (TSX: CKI), is one of Canada's largest lodging companies. Holloway operates and provides management services to 21 hotels under internationally recognized brands such as Holiday Inn, Travelodge, Super 8, DoubleTree by Hilton, Best Western, and Quality Inn and Suites . For more information, please visit our website at

Reporting to the General Manager, the Guest Services Manager is responsible for developing, motivating, and empowering the Guest Services Team, while providing the highest level of guest service and guest care

The successful candidate will be an entrepreneurial, results focused, hands‐on leader, who takes full ownership for the performance of their department. They will be a forward‐thinking leader who is constantly and critically evaluating what is required for sustainable success and executing that vision.

Responsibilities include, but are not limited to, the following functions:

· Interview, hire, train, conduct performance evaluations, resolve staffing issues, provide open communication, and recommend discipline and/or termination when appropriate.

· Respond to individual guest requests, issues and concerns employing guest service recovery training as required.

· Interact with and manage group bookings personally to ensure the highest levels of guest satisfaction.

· Implement programs and supervise the daily operations of the Guest Service team.

· Assists in and performs basic security related tasks.

· Ensure that Night Audit has correctly processed the audit reports and required reports have been sent to the appropriate departments.

· Ensure team members are proactively selling the hotel outlets, special promotions and local facilities.

· Ensure security of cash, credit card and safety deposit boxes.

· Ensure accuracy of all guest billing with adherence to the Credit Policy.

· Assist in Account Receivable collections.

· Ensure all OTA and GDS booking partners are updated on property facilities, special promotions, availability and daily rates.

· Establish a record of regular guests and special requirements to develop repeat business and customer loyalty.

· Oversee daily breakfast bar ensuring that the breakfast buffet remains well-stocked at all times.

· Assist the General Manager in producing the Property Forecast by accurate projection of rooms' revenue and expenses.

The successful candidate will possess the following qualifications:

· Completion of secondary school is required.

· A university degree or college diploma in hotel management is preferred.

· Three years' experience in a hotel setting with a minimum of one years' experience in a leadership role.

· Ability to effectively deal with all contacts, some of whom may require high levels of patience, tact and diplomacy.

· Collect accurate information and resolve conflicts.

· Ability to observe and detect signs of emergency situations.

· Ability to establish and maintain effective working relationships with associates, customers and patrons.

· Must have the ability to communicate in English.

Thank you for your interest in Holloway Lodging Corporation. Only those who are selected for an interview will be contacted. If you are selected for an interview, please let us know of any accommodations that may be required in the interview process.

Job Types: Full-time, Permanent

Pay: $24.04 per hour

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care

Ability to commute/relocate:

• Yellowknife, NT: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 2 years (required)

Work Location: In person