Guest Service Manager
The Guest Service Manager role is to assist & support the front line team both front of house and back house, communicate organizational needs, oversee employees' performance, problem solving, assist in recruitment & training, managing labour & operational expenses and providing the ultimate guest service experience for the IHG brand & ownership team.
Duties and Responsibilities:
- Knowledge & skills in successful training & recruiting while providing exceptional, professional guest service.
- Follow the IHG Loyalty standards and membership program.
- Communicate and implement current and new procedures and expectations.
- Responds and follows up to inquiries relating to guest surveys and concerns.
- Ensures the well-being of our guests and team members by being alert to and reporting potential hazards.
- Possesses excellent guest service skills in the arrival & departure experience. Maximizing room revenues & managing the external reservation systems.
- Responsible for managing cash and daily floats.
- Prepare front office & Housekeeping schedules & payroll
- Prepare monthly Front of House & Back of House inventories
- Responsible for monthly department purchasing, daily shift huddles, staff meetings, staff performance reviews, supporting the H&S committee.
Skills:
- Guest oriented with a, helpful, caring and personable personality.
- Works well in a fast paced work environment. Knowledge of Property Management System Micros/ Opera,
- Takes initiative and "think outside the box". Attention to detail, order & cleanliness.
- Has exceptional energy, flexibility and professionalism
- Possess exceptional communication skills (verbal, listening, writing), interpersonal, organizational and analytical skills required.
- Proven ability to organize tasks effectively with accurate sense of detail.
- Attentive and possesses effective problem solving skills.
- Must be able to work with and understand financial information and data analysis.
- Lead by Example leader
- Education & Work Experience:
- Ability to deal with all levels of management and colleagues in a professional manner.
- Ability to manage multi-tasked assignments. Must be hands on in all areas of the Guest Services, Housekeeping, Maintenance & Breakfast support.
- Experience in recruitment, training and motivation.
- College or Hospitality Management diploma an asset.
- Minimum 2 year work experience in hotel/resort management
Job Type: Full-time
Pay: From $43,000.00 per year
Benefits:
- Dental care
- Extended health care
- Vision care
Ability to commute/relocate:
- Huntsville, ON P1H 2P9: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Guest service/management: 2 years (preferred)
Work Location: In person
