Guest Services Manager - Stoneridge Mountain Resort, Canmore, AB

Position Summary
Hotel Equities, a multi-award-winning hotel development and hospitality management company, is searching for a remarkable Guest Services Manager for the Stoneridge Mountain Resort, Canmore, AB.

Essential

Job Duties & Responsibilities

Helps manage the guest experience from pre-arrival to departure and everything in between by facilitating room assignments, maintaining incoming and monitoring reservations, and managing the expectations of all guests.

Communicate daily operations to teams and leaders in daily team briefings and relays any updates to the Operations Manager and Assistant General Manager.

Find solutions to guest challenges, problem solving with team members and maintaining the upkeep of the Guest Services team’s administration.

Supervise, train, and motivate guest service staff, including front desk, bell, and valet team members.

Maintain knowledge of hotel services, amenities, and local attractions to provide informed recommendations to guests.

Monitor and improve guest satisfaction scores and service quality.

Provide reports on guest feedback, staff performance, and operational metrics for management review.

Assist in developing and implementing service standards, policies, and procedures.

Directly support the Operations Manager and Assistant General Manager as needed which includes and is not limited to supporting guest programming and coaching/motivating staff.

Collaborate in an effective manner with all teams of the property to achieve success in all things guest facing.

Assist in overall property operations as appointed by General Manager and Assistant General Manager.

Qualifications and Requirements

A minimum of two (2) years in hotel operations and management.

Solid background in customer service and hospitality industry.

Strong understanding of teamwork.

Excellent interpersonal, communication, and problem-solving abilities.

Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.

Experience with hotel property management systems.

Strong management and leadership skills.

Operates with a sense of urgency and discipline.

This job requires the ability to perform the following

Requires advanced knowledge of the hospitality and business management fields.

Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.

Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.

Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.

Requires highly developed communication skills in leading Ambassadors and guest satisfaction.

Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.

Must have excellent literacy skills necessary for reports, policies and procedures.

Must have vision ability in order to visually inspect hotel.

Must have mobility to walk through the front and the back of the hotel.

Other

Being passionate about people and service.

Strong communication skills are essential when interacting with guests and employees.

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.

Basic math skills are used frequently when handling cash or credit.

Problem-solving, reasoning, motivating, and training abilities are often used.

Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Amazing Benefits At A Glance

Salary Range: $60,000.00-$65,000.00/annually

Team Driven and Values Based Culture

Medical/Dental/Vision

Vacation & Holiday Pay

Same-day pay available

Employee Assistance Program

Career Growth Opportunities/ Manager Training Program

Reduced Room Rates throughout the portfolio

Third Party Perks (Movie Tickets, Attractions, Other)

RSP with Company Match

Employee discount

Life insurance

Parental leave

Referral program

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