Guest Services Manager Valhalla Hotel & Conference Centre

Guest Services Manager

We are currently hiring a Guest Services Manager to join our dynamic team. The Guest Services Manager will be responsible for all aspects of the daily operations of the front office in a hotel environment and plays a crucial role in setting the tone for each guest who walks through our doors. The role includes working with the hotel team to develop strategies and coordinate programs to optimize guest and employee satisfaction, product quality, and revenue opportunities, and ensure the property’s ongoing competitiveness in the market.

The Guest Service Manager will help develop strategies and coordinate programs to optimize guest satisfaction, ensure product quality, maximize revenue opportunities, and motivate and inspire team members. The Guest Service Manager provides support and training to the Guest Services team in all areas of operations including arrivals, departures, reservations and night audit processes.

The Guest Service Manager provides direct support to the team members on all Front Desk operations. Our Guest Services team leads the way for a guest’s experience and provides the always-important first impression of our property. A key aspect of the Guest Service Manager role is to provide training and coaching to the team to ensure consistency guest service and experience.

They are an engaging leader who is highly inclusive, inspiring, and able to relate to all team members, while creating a fun and supportive environment that promotes and recognizes team members for using their empowerment to create exceptional experiences for our guests.

The right candidate will be a dynamic leader, focused on service. We are seeking someone who can bring a new perspective to our offering. You have charisma and a "can do" attitude that engages people to want to do business with us. You have attention to detail and are self-motivated. You're open to new thoughts and ideas and enjoy working with people.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now!
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the General Manager, the Guest Services Manager will:

• Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and employees;
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival;
• Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction;
• Maximize total hotel revenues including but not limited to occupancy and increase Rev Par on a daily basis;
• Maintain all policies and internal controls related to the front office operations to ensure the security of monies, credit and financial transactions, and guest security;
• Assist with recruitment, training, supervision, and discipline of Front Desk/Guest Services team members;
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Promote teamwork and quality service through daily communication and coordination with other departments;
• Schedule the staff within budgeted guidelines and provide the best coverage for service demands;
• Organize and maintain front office records and equipment in accordance with hotel policy and control the inventory of front office supplies/forms;
• Assist in the preparation of the annual business plans, budgets, and marketing plans;
• Prepare, monitor and maintain front office reports as required;
• Perform other duties as assigned.

What…