SCOPE AND GENERAL PURPOSE
To be committed to the development of a motivated, organized and empowered Guest Services team and provide the highest levels of service, professional work standards and guest care. To contribute to the overall profitability to the Hotel while ensuring the utmost guest satisfaction, reporting directly to the General Manager.
MAIN DUTIES:
1. Interview, hire, train, perform performance evaluations, resolve staffing issues, provide open communication and recommend discipline and/or termination when appropriate.
2. Respond to individual guest requests, issues and concerns employing guest service recovery training as required.
3. Interact with and manage group bookings personally to ensure the highest levels of guest satisfaction.
4. Implement programs and supervise the daily operations of the Guest Service team to comply with Standard Operating Procedures, maximize revenues, motivate associates and ensure the highest possible levels of professionalism and guest satisfaction.
5. Always remain calm and professional, including during emergency situations and/or heavy hotel activity, serving as a role model for the team and other employees.
6. Assists in and performs basic security related tasks.
7. Ensure that Night Audit has correctly processed the audit reports and required reports have been sent to the appropriate departments. Inspect Night Audit files.
8. Ensure team members are proactively selling the hotel outlets, special promotions and local facilities.
9. Ensure security of cash, credit card and safety deposit boxes.
10. Ensure accuracy of all guest billing with adherence to the Credit Policy.
11. Assist in Account Receivable collections.
12. Respond to general inquiries from guests, employees and coworkers in a timely matter.
13. Ensure the switchboard is answered promptly and pleasantly.
14. Ensure professional and systematic implementation of procedures relating to group bookings, revenue management and sales.
15. Ensure Housekeeping is informed of early check-ins/late check-outs/day rooms and a close liaison is maintained by team members with both Maintenance and Housekeeping regarding “ready” rooms in line with property policy.
16. Ensure team member understanding and provide guidance and motivation on basic revenue management and selling principles.
17. Ensure all OTA and GDS booking partners are continuously updated on property facilities, special promotions, availability and daily rates.
18. Establish a record of regular guests and special requirements in order to develop repeat business and customer loyalty.
19. Greet regular guests and all group leaders.
20. Assist the General Manager in producing the Property Forecast by accurate projection of rooms’ revenue and expenses.
21. Comply with attendance rules and be available to work on a regular basis.
22. Perform any other job-related duties as assigned.
REQUIRED SKILLS AND ABILITIES:
1. Completion of secondary school is required.
2. A university degree or college diploma in hotel management is preferred, but not required.
3. Three years’ experience in a hotel setting with a minimum of one years’ experience in a leadership role.
4. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.
5. Ability to effectively deal with all contacts, some of whom may require high levels of patience, tact and diplomacy.
6. Collect accurate information and resolve conflicts.
7. Ability to observe and detect signs of emergency situations.
8. Ability to establish and maintain effective working relationships with associates, customers and patrons.
9. Must have the ability to communicate in English.
10. Always maintain a professional appearance and manner.
DEPARTMENT MANAGER RESPONSIBILITIES:
1. To be competent in the scheduling of staff and forecasting of revenues and expenses.
2. Greet or acknowledge all guests employing the Ten Foot Rule.
3. To achieve effective communication by daily briefing and debriefing of staff, and by holding departmental meetings.
4. To ensure full adherence to hygiene, health, safety, emergency procedures and the Property Crisis Communication Plan.
5. To carry out any reasonable request.
6. To ensure the adequate supply of materials and equipment for the department with adherence to the departmental budget.
7. To ensure that standards of punctuality, staff appearance and dress are always maintained.
8. To maintain a professional profile within the property accepting the responsibility of Manager on Duty as requested by the General Manager.
9. To generate team commitment to achievement of the company, property and department goals.
10. To carry out the duties of a staff member or aid as necessary.
11. To ensure all staff are competent in the safe and effective use of equipment/chemicals in accordance with manufacturer’s instructions and WHIMIS.
12. To be committed to guest satisfaction utilizing problem solving skills and critical thinking.
13. To contribute to the security of the building, company assets and guest/co-worker safety by ensuring full adherence to security procedures and proper handling of keys/cash by all department members in line with company policy.
14. To complete month end and year end tasks including budgeting, reports, and the counting of inventories.
Skills:
- Multilingual or bilingual proficiency is preferred to serve a diverse guest population effectively
- Excellent customer service skills with a friendly, approachable demeanor
- Strong communication skills, including professional phone etiquette and clear verbal interactions
- Experience in front desk operations within a hotel or hospitality environment is advantageous
- Ability to handle multi-line phone systems efficiently during busy periods
- Knowledge of hospitality industry standards and guest service best practices
- Ability to remain calm under pressure and resolve guest issues diplomatically
- Professional appearance and positive attitude that reflects the welcoming nature of our establishment
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care
Experience:
- hospitality / customer service: 4 years (preferred)
Work Location: In person
