Position: Guest Services Manager
Reporting To: Hotel Manager
Position Summary:
Reporting to the Hotel Manager, the Guest Services Manager is responsible for assisting with the daily supervision of the front desk, dining room and housekeeping operations. In addition, he/she will work with the manager and other staff to ensure that the front operations are managed at an optimal level.
Duties and Responsibilities:
Although the Hotel Manager is ultimately responsible, the Guest Services Manager is responsible for supporting the front desk, the dining room and housekeeping services. Coordination of staff is required to ensure that guests experience a superior stay.
- Effectively organize and assist with hotel office duties including all filing (reservations, bookings, lease information, invoices, statements etc.), ordering adequate office supplies, preparing and sending customer invoices and basic office procedures;
- Assists with assigning duties and responsibilities to the Housekeeping Supervisor to ensure daily and monthly deadlines are met;
- Manage the reservation system;
- Conduct day end closing procedures. Report all shortages or reconciliation issues with Hotel Manager;
- Process all incoming and outgoing transfers, invoices and charges;
- Ensure optimal customer relations by responding effectively to customer requests;
- Assist with organizing payroll records including timesheets, schedules and related payroll files and employee records;
- Discuss reservation information to the Hotel Manager at least weekly but whenever a significant change occurs;
- Ensure that the office and general workplace meets the highest of standards for cleanliness and organization. Delegate clean-up activities as required;
- Ensure excellent service to customers entering the restaurant;
- As required, assist with restaurant operations including serving guests, cleaning tables, etc;
- Respond to customer questions and issues and advise the Hotel Manager of any issues s/he is not able to respond to, ensuring customer satisfaction.
- Ensure that the restaurant and hotel operates in a professional manner at all times and that all regulations and legislated standards are adhered to;
- Perform other duties as required so as to ensure the effective operation of the co-operative;
Qualifications:
- 3-5 years experience in the hospitality and/or food service industry
- Valid food handling certificate
- Ability to operate cash register
- Ability to read and follow instructions
- Basic mathematical skills in adding sales, giving changes, etc
- Strong customer service skills in greeting customers, determining service expectations and recommending promotions to increase sales
- Maintain valid drivers licence
- Ability to manage in a cross-cultural environment
- Ability to lift items weighing up to 50 pounds
- Ability to stand, climb, stoop, push and crouch for extended periods of time
- Working knowledge of the rules of sanitation and safety as applied to kitchen and food service areas
- Working knowledge of correct serving practices and industry standards relative to service
- Ability to perform effectively under conditions of fluctuating workload
- Skill in overseeing and supervising staff, including organizing work flow to accomplish objectives, delegating responsibility and training
- Skill in prioritizing assignments to complete work in a timely manner
- Ability to interact courteously and professionally with diverse groups of guests and co-workers
- Demonstrated knowledge and experience in customer service
- Proficient in application software – ideally Microsoft Office and POS
- Superior interpersonal skills as well as the ability to work independently and as part of a team
- Solid understanding of co-operative principles and philosophies
Job Types: Full-time, Permanent
Pay: $60,000.00-$63,000.00 per year
Benefits:
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Application question(s):
- Are you legally entitled to work in Canada for this position?
- Number of years supervising staff in hospitality environment?
Experience:
- hospitality/food service: 3 years (required)
Licence/Certification:
- Food Handling Certification (required)
Work Location: In person
