Guest Services Manager

4 weeks ago

Banff, Canada Banff Centre for Arts and Creativity Full time
Specific Accountabilities

Planning

Work with the Director of Rooms to create daily, monthly and annual operational plans for the Banff Centre's Guest Services and related functions in such a way that a high level of service is provided to all the Centre's customers while also maintaining the integrity of all financial, operational sustainability and viability requirements. Develop, implement and maintain a Customer Service Strategy for all aspects of the Guest Services department. Work with the Director of Rooms to develop and manage a detailed budget and forecast plans. Liaises with Program Management, Program Coordination, Conference Services, Resource Management and the Office of the Registrar to ensure all guest accommodations and special needs are planned and executed accordingly. Works with Director of Rooms to ensure conference space and guest room needs are available to meet budget targets and where possible to provide opportunity and resources that enable Conferences and Hospitality to exceed revenue targets. Ensures that policies, systems and procedures are in place and regularly reviewed for effectiveness.

Operational

Conducts and participates in regular department meetings to ensure clear communication and a complete understanding of specific objectives and activities by all staff. Review and make recommendations to the Director of Rooms regarding capital and/or renovation and repair work that is necessary to maintain the quality and character of all guest rooms and spaces. Working with the Director of Rooms to exercise control over the in-room documents and information pieces that are used, developing and maintaining an appropriate format and style for these items in conjunction with the Marketing and Communications departments. Ensure a quality guest experience through the provision of services in all areas of the Guest Services department. Role models and demonstrates to team members exceptional customer service attitudes in finding solutions to problems when dealing with internal or external clients, artists/participants, employees, resident guests or public that may be uncooperative or seem demanding. Identifies customer service issues that require management attention and solves them as needed.

Human Resource Management, Team Building and Interdivisional Cooperation

Maintain open communication and a positive, inclusive culture. Ensure employees fully understand their roles, responsibilities and performance standards and provide ongoing formal and informal feedback, coaching and support as employees achieve expectations. Provides day-to-day leadership, direction and supervision to direct reports effectively allocating assignments across the Guest Services teams. Ensures a positive and safe work environment for all Banff Centre employees, aligned with all Banff Centre Policies. Ensure team members represent Banff Centre to any stakeholders and constituents in an informed, helpful and positive way, striving to increase the organizations public value in each interaction. Works closely with the Human Resources Team in all aspects of human resource management, including; hiring, training, payroll, discipline and performance management. Ensures employee time reporting and overtime is recorded accurately in the time keeping system, meeting the established payroll deadlines.

Qualification and Educational Requirements

3+ years of Hospitality experience and 1+ year hotel Front Desk Management experience. Post-Secondary education is preferred. Demonstrated experience in a team environment and advanced communication and coordination/organizational skills are essential. Experience in effectively servicing large conference groups. Highly detail oriented, exceptional organizational skills and able to effectively handle competing priorities. Strong customer first attitude and proactively looks for ways to enhance the level of service provided to Banff Centre guests. Ability to respond to questions from guests offering appropriate options or resolutions. Takes ownership of duties and shows initiative. Strong personal integrity with an innate desire to work in an ethical and confidential manner. Excellent decision making and problem-solving skills, works well under pressure. Proven warm and sincere verbal communication. Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc). Knowledge of Property Management Systems, VisualOne is an asset.

Special Requirements

Due to the nature of the job, this position requires the candidate to be available to work a flexible schedule including evenings and weekends.

Employment Terms & Benefits

In accordance with the terms of employment governing Management/PSP employees, this is a salaried, full time position, subject to a 6 month probationary period. The successful candidate will enjoy twenty paid vacation days and four personal days annually, extended medical and dental benefits, and participation in an employer-matched pension plan. Benefits of working at Banff Centre are: Transitional staff housing options (based on availability)Professional DevelopmentStaff cafeteria and restaurant discountsOnsite fitness facility at a discounted rate – first month free for new staff

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