Guest Services Manager

Guest Services Manager
Microtel Inn & Suites by Wyndham Summerside, PEI

The  Guest Services Manager  will anticipate and exceed the needs of guests and team members. They will manage and model superior customer service while controlling costs and contributing to the property’s rate and revenue strategy.

Responsibilities

Operations:

Act as the property manager on duty when assigned to do so

Take the appropriate action to respond to guest needs and maintain positive guest relations at all times

Assist the General Manager or their designate to ensure all reporting and analysis is completed and communicated in a timely manner

Participate in revenue management activities and monitor the PMS to ensure that all rates and applicable rate codes are loaded correctly

Participate in site sales, sales and marketing activities and serve as a key identifier of business leads among customers and broader market

Take part in weekly/daily management meetings

Assist the General Manager or their designate in hiring staff

Ensure new employees go through complete orientation and are provided with required training

Has an on-going training program for all front desk personnel

Assist the General Manager or their designate to ensure that all policies, procedures, legislative requirements are followed with regard to personnel, security, cash handling, guest relations, safety, etc.

Perform any additional duties or responsibilities as delegated by the General Manager or their designate

Leadership:

Ensure all staff are working to agreed, realistic activity plans and appraised on an annual basis in line with company policy

Brief and debrief staff, hold regular departmental meetings, actively encourage communication with other departments within the hotel

Ensure adequate supply of materials and equipment in accordance with the departmental budget

Liaise with the General Manager or their designate in the hiring and orientation of all staff

Ensure that standards of punctuality, staff appearance and dress are maintained at all times in accordance with Master BUILT policies

Encourage teamwork and innovative ideas to develop a motivated work force

Carry out the duties of an absent staff member and/or assist in another department as necessary

Ensure all staff are competent in the safe and effective use of equipment/chemicals in accordance with manufacturer’s instructions

Ensure compliance with company and house rules

Work and communicate in a professional and ethical manner with colleagues assisting where necessary

Customer Service:

Monitor customer service levels and coach employees with alternative methods of responding to customer requests

Monitor customer satisfaction ratings and develop plans to maintain or increase customer satisfaction as required

Sales and Marketing:

Implement marketing initiatives that align with hotel branding in collaboration with corporate sales

Increase visibility of the hotel by actively participating in the community and community events

Serve as a key sales lead generator for corporate sales

Qualifications
Experience Required

Minimum of 3 years’ working experience in the hotel industry, demonstrating progression with each career move

1‑2 years’ experience in a leadership capacity

Previous exposure accounting functions such as expenses, payroll and budgeting

Previous experience with inventory management

Mission Critical Competencies

Ability to demonstrate being both a leader and team player

Superior written and verbal communication skills

Excellent customer service and interpersonal skills

Ability to set and monitor goals and provide status updates as required

Ability to set priorities for self and others in the hotel

Project planning capabilities coupled with time management and organization techniques

A fun, positive attitude with a sense of humour

Desired Education

A High School Diploma or GED required

A Diploma in Hospitality Management considered an asset

Benefits

A compensation package that provides incentives and rewards performance

A flexible benefits package that supports various personal/family situations and work environments

A rewarding corporate culture that fosters a positive team and family spirit

A cooperative management team that is strategic and forward thinking

A fast‑paced environment with opportunities for advancement

Application Information

To apply , send all resumes to  Legal entitlement to work in Canada is required. Labor Market Impact Assessment (LMIA) are not supported for this position.