Guest Service Manager

Job Summary
As a Guest Service Manager, you will be responsible for the guest services steam in setting direction, achieving brand and property goals and managing the guest services department operations. To be the chosen candidate you will be dedicated to creating exceptional experiences for our guests by delivering and maintaining the highest quality service standards in the industry.

Task Include but not limited to:
SALES AND REVENUE
- Inventory Management
- Upselling
- Rates and Inventory
- Salesmanship / Revenue Focus
- Forecasting
- Special Promotion Knowledge Coordination of Packages

GUEST SERVICES
- Welcoming Groups
- Special Event Log
- Service Standards
- Efficient Reservation Handling
-Front Office Complains
-Telephones
-Reception Desk
- Communicate Guest Needs
- Message System
- Ensure guest services agents are familiar and prepared with incoming groups
- Manage mail and Information services

ADMINISTRATION
- Scheduling
- OnQ Training
- Reservation System
- Guest Accounts
- Credit Policies
- Billing

COMMUNICATIONS

EMERGENCY RESPONSE AND SECURITY

PERSONNEL PLANNING

LEADERSHIP TRAINING

GUEST RECOGNITION

JOB REQUIREMENTS
- Previous supervisory experience is required
- Previous management experience is an asset
- Must be approachable, open minded and possess excellent listening skills
- Proven ability to effectively handle stressful situations, be receptive to change and increased demands
- Demonstrated ability to train, motivate and develop team members through own experience and passion for customer service
- High level of attention in detail
- Excellent written and verbal communication skills
- Multi tasking proficiency
- Ability to work with limited supervision
- Strong team player
- Previous guest service/front desk experience required
- Proficiency in multi-line phone systems and phone etiquette
- Ability to supervise and lead a team in providing exceptional guest services
- Multilingual or bilingual skills are a plus
- Strong communication and interpersonal skills
- Must be able to work a variety of shifts inclusive of evenings, weekends, holidays and occasional overnights

Job Type: Full-time

Benefits:

• Extended health care
• Life insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 3 years (preferred)

Work Location: In person

Application deadline: 2025-01-27
Expected start date: 2025-02-01