Guest Services Manager

2 weeks ago

Nelson BC VL E, Canada Mike's Place Pub Full time

About the Role

As our Guest Services Manager, you will be at the heart of our guest experience. You will lead the Guest Services team, manage smooth daily operations, and uphold the high standards the Hume Hotel is known for. This hands-on role requires strong leadership, proactive problem-solving, and a passion for creating a welcoming, memorable environment for guests and staff alike.

Key Responsibilities

  • Team Leadership: Train, schedule, and mentor the Guest Services team; lead productive team meetings; provide ongoing coaching and support.
  • Guest Experience: Oversee all aspects of the guest journey from arrival to departure, ensuring seamless, friendly, and efficient service.
  • Restaurant & Lounge Reservations: Manage and oversee reservations for our dining venues, ensuring coordination between guest services, restaurant, and lounge teams.
  • Booking & Room Management: Use Visual Matrix to manage reservations, room blocking, rate adjustments, and inventory accuracy across all booking channels.
  • Operational Coordination: Work closely with housekeeping and maintenance to resolve room issues promptly and support preventive maintenance protocols.
  • Third-Party Channels: Monitor OTA bookings, resolve discrepancies, and maintain smooth system integrations.
  • Communication: Maintain proactive communication with guests and all internal departments via email and in person.
  • Cash & Reporting Oversight: Ensure accuracy in daily cash handling and support month-end duties in collaboration with the Director of Administration.
  • Leadership & Culture: Foster a positive, inclusive, service-driven environment for both guests and staff.

Our Ideal Candidate

  • Previous hotel guest service management or supervisory experience
  • Excellent communication and interpersonal skills
  • Strong leadership abilities and a collaborative, team-focused mindset
  • Exceptional guest service skills with professionalism and empathy
  • Strong problem-solving and decision-making abilities
  • Ability to multitask and remain organized in a fast-paced environment
  • Experience with hotel PMS systems (Visual Matrix an asset)
  • High attention to detail and a proactive, guest-focused approach
  • Flexibility to work various shifts, including weekends and holidays
  • Strong coaching and staff development skills
  • Solid understanding of hotel operations, brand standards, and service protocols

What We Offer

  • One complimentary meal per shift
  • Cellphone bill compensation
  • Extended medical and dental benefits
  • Access to two corporate ski passes for Whitewater Ski Resort
  • On-the-job training
  • A fun, supportive, and inclusive work environment

Job Type: Full-time

Pay: $25.00-$30.00 per hour

Expected hours: 30 – 40 per week

Work Location: In person

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