Guest Services Manager

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand?

If you're someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

Full time/Permanent

The Impact You'll Make:
Our Quality Keepers know that the countless small details end up making a big impression on our customers. It's their organization, attention to detail and overall care for their work that reinforces our position as the world's leading hospitality company.

The Guest Service Manager is in charge of the day to day operation of the Front Office Department, which includes the command center, front desk, bell services and valet team. Coach, train and motivate Front Office associates. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures

The Wellness you Deserve:
We'll support you in and out of the workplace by offering:

Team-spirited coworkers & encouraging management
Learning and development opportunities
Reward and Recognition Programs
Staff Accommodation (based on availability)
Enjoy Discounted Hotel stays with Marriott 'Explore' Program
Complimentary Staff Meal

What we are looking for:
A warm, people-oriented demeanor
A team-first attitude
Inspired to help and interact with others

Position Requirements :
Maintains regular and constant contact with Front Office associates and monitors their contact with guests
Makes certain that associate interactions with guests are following Westin Brand Guidelines. Provides constant feedback to department head concerning service issues, including guest desires, complaints and comments
Assists with the training of Front Office associates and makes certain that they are trained in all areas of Front Office
Maintains the schedule of Front Office associates in cross-functional activities
Empowers and coaches associates in providing technically proficient, courteous and timely service
Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest's needs for special requests are met
Conducts monthly departmental meetings
Manages and motivates team success in departmental incentive programs
Presents innovative ideas to hotel management
Makes certain that Marriott approved Front Office technology is used to its full capacity
Conduct Quarterly Dialogues with each direct report
Work with Front Office Manager and People and Culture to look at development planning
Participate in cross-training with Housekeeping
Ensure associates are trained in the safe work procedures associated with all of their tasks
Promote safety awareness to associates and demonstrate that safe job performance is the number one priority
Ensure associates report any unsafe conditions, practices or injuries as soon as possible and take appropriate actions
Set a good safety example
All other duties as assigned

Skills & Experience:

Must be able to build and maintain credibility and relationships with customers (internal and external)
Strong organization and planning skills
Strong working knowledge of MS Office applications - Word, Excel, Power Point
Basic computer knowledge
Detailed knowledge of Whistler area and available services
Proven ability in managing time is critical; must be able to plan and execute effectively and efficiently
Leadership, management and supervisory skills
Previous experience in a similar role in a similar size/type of property
Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
Ability to create, implement and monitor hotel and staff goals, strategies, policies and training. Ability to access, input, analyze and retrieve information from computers
Experience using Galaxy UX, Lightspeed, GXP and MICROS an asset

General Requirements:
Diploma or certificate in Hotel/Restaurant Management or the equivalent is an asset
Must be able to stand and exert well-paced mobility for up to 8 hours in length.
Must be able to lift to 15 lbs. on a regular and continuing basis
Possession of, or ability to obtain First Aid Certificate
Strong…