D.P. Murphy Hotels is seeking a Full Time Guest Services Manager for the Hampton Inn & Suites Moncton. The Guest Services Manager is responsible to develop, encourage and support a team of employees who demonstrate excellence in guest service, which ensures repeat visits through providing courteous and efficient reception, information and reservation services which will exceed our guest's expectations. The ideal candidate will have a passion for the hospitality industry and naturally takes the extra step to ensure a memorable experience for both guests and staff while providing Hospitality Like Never Before.
DUTIES & RESPONSIBILITIES:
- Welcome all hotel guests in a professional, courteous and hospitable manner, providing exceptional guest service levels all in accordance with Hampton Inn & Suites and D.P. Murphy Hotels standards.
- When required; ensure the safety and security of our hotel guests, employees and hotel assets.
- Take immediate and positive action within the guidelines provided in the event of emergency alarms or situations of any nature.
- Act as the first point of contact for guests, as an ambassador of the hotel.
- Greet and check in guests in an efficient and professional manner, following hotel standards, while multitasking and answering phones and directing calls to the requested extension.
- Address guest concerns and resolve minor issues in a positive and helpful manner and take prompt, corrective action where necessary.
- Build, train, coach, guide, reward and recognize, manage, schedule and discipline a team of professionals at the front desk who will live by the Hampton Inn & Suites and D.P. Murphy Hotels sets of values and principle work ethics in order to consistently deliver to our guests, an experience that will exceed their expectations.
- Maintain an efficient method of communicating important information for special amenity requirements, in-house or arriving guest requests including priority cleaning assignments, maintenance issues, breakfast matters, changes in room statuses, lost and found inquiries, sick calls, etc… to the appropriate department(s).
- Train and coach the team to maximize room revenue opportunity; through active up-selling of room types and room rates when accepting reservations and upon arrival.
- Train and coach the team to accept, confirm, modify or cancel room reservations and communicate any future booking details or discrepancies to appropriate management personnel.
- Ensure that the front office team completes and balances at the end of each shift, all transactions performed through hotel computer system as well as maintain accurate and efficient filing system.
- Overview accounts receivable invoicing and ensure payments on accounts are posted on a regular basis.
- Overview the operation of the Pantry with regards to pricing, stocking and inventory.
- Ensure all on-line training requirements, as outlined by Hampton Inn & Suites and D.P. Murphy Hotels standards, is completed, practiced and utilized to ensure the most effective operation of the business.
- Actively participate in regular hotel inspections, including public areas, room inspections, exterior walk-arounds, back of house, etc… in an effort to ensure the quality of cleanliness and repair is ever present throughout the hotel.
- Continually monitor front office expenses, including labour costs, to ensure that the department is operating cost effectively.
- Prepare reports, forecasts or budgets as requested pertaining to the day to day operations of the front office.
- Participate in the rotational schedule for weekend manager on duty.
- Execute all reasonable additional duties and assignments as determined by Senior Management.
JOB QUALIFICATIONS & REQUIREMENTS:
- 2 years of hotel experience / Hospitality Management Program (Preferred)
- Fluent in English (Bilingualism considered an asset)
- Able to work a variety of shifts
- Able to work in a fast paced and multitasking environment
- Excellent intrapersonal, communication and leadership skills
- Superior problem solving and multi-tasking skills
- Friendly and enthusiastic
- Keen eye for detail
- Accounting knowledge
- Strong keyboard and computer skills
- Courteous telephone manners
- Able to work effectively in a fast-paced environment with minimal supervision
Job Types: Permanent, Full-time
Pay: From $38,000.00 per year
Ability to commute/relocate:
- Moncton, NB: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
