Create exceptional experiences in remarkable destinations
What We Offer
True Key Hotels & Resorts offers a competitive total rewards package including competitive wages, employee discount programs, referral incentives, flexible scheduling where operationally possible, bonuses, health benefits and on the job training. We value our team members and celebrate miles such as birthdays and work anniversaries, while providing clear opportunities for learning, growth and career advancement.
This is a new property located in Penticton offers an exciting opportunity to join a founding team and help build the guest experience, team culture and operational standards from the ground up.
Applications are currently being accepted and reviewed.
The Role
The Guest Services Manager is responsible for leading the Guest Services team and delivering a consistently positive, professional and welcoming exprience for guests and owners. This role exists to ensure the smooth, efficient and service focused operation of the front desk and related guest touchpoints while supporting the resort's overal operational, financial and cultural objectives.
Through hands-on leadership, coaching and operational oversight, the Guest Services Manager plays a critical role in shaping first impressions, service recovery and day to day guest satisfaction.
What you'll be doing
Guest & Owner Experience
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Ensure a warm, professional and consistent guest experience across all guest services interaction.
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Support service recovery efforts and escalate issue appropriately when required.
Leadership & Culture
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Lead by example through a positive, resilient and hands-on leadership style.
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Communicate clearly with team members regarding guest needs, priorites and operational updated..
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Recognize performance and promote engagement and retention.
Operations & Administration
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Oversee daily operations of the front desk.
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Ensure scheduling aligns with business levels and operational needs.
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Support group reservations and coordinate with Sales as required to ensure contract and policy compliance.
People & Talent Management
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Recruit, hire and develop department the guest services team..
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Assist with onboarding and training of new Guest Services team members.
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Coach and support team members to ensure service standards and procedures are consistently followed.
Compliance, Risk & Governance
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Ensure compliance with employment standards, health & safety, licensing and strata requirements.
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Uphold health and safety standards, reporting incidents or injuries promptly.
What Success Looks Like
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High guest satisfaction and positive guest feedback.
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Consistent front desk accuracy, efficiency and professionalism.
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Effective scheduling, reduced service gaps and strong team model
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Compliance with service standards, policies and safety requirements.
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Strong collaboration with the General Manager and other department..
Who you are
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Minimum 1 year of experience in front office, reservations or a comparable guest-facing hospitality role; supervisory experience preferred.
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Strong understanding of guest service standards and front office operations.
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Post secondary education in hospitality or a related field is an asset.
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Working knowledge of property management systems is an advantage.
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Proficiency with Microsoft Office.
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Basic understanding of cash handling, reconciliations and administrative processes.
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Strong problem-solving and decision making skills.
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Excellent communication, organizational and problem solving skills.
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Demonstrated ability to lead, motivate and support a team.
This position is only open to Canadian Citizens, Residents, or those possessing a valid Work Visa.
