Guest Services Manager

The incumbent is responsible for Managing and participating in the day to day operation of Guest Services Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

Major Duties and Responsibilities

Develop, prepare, execute achieve financial goals.
Supervises all aspects of the Front Office/Guest Services (Night Audit and Reservations). Assist in the operation of all departments.
Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
Ensures application of credit policies, controls and handling of financial transactions.
Recommends, develops and implements staff incentives designed to increase revenues.
Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
Schedules and assist in training Managers on Duty, to represent Management during irregular business hours.
Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
Implement maintain all company policies procedures.
Supervises the reservation functions including Yield Management System to ensure maximum RevPar.
Assists hotel management as directed with development of special reports and/or special projects.
Develops and prepares jointly with the General Manager, the room revenue budget.
Administers and maintains all uniforms and inventories, including printed materials.
Manager on Duty shifts are required on weekends. Oversee day-to-day operations.
Must be available days, evenings, weekend and holidays.
Duties associated with Guest Services Manager position including but not limited to the above.
Minimum Qualifications and Skills

2-3 years of supervisor experience in a guest service environment.
Hotel or post-secondary degree/diploma an asset.
Ability to set procedures relating to groups according to company policy and Yield Management targets.
Excellent organizational, written and oral communication.
Ability to deal with all levels of management and staff in a professional manner.
Assist the General Manager in producing hotel forecast by accurate projection of room related revenue and expenses.
Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
Must be a self-starter, able to work under pressure with the ability to meet deadlines.
Accuracy and attention to detail skills. Proven leadership qualities.
Proficient/familiarity with Opera would be an asset.
Mental Effort

Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
Mental effort required in multi-tasking and handling interruptions that require refocusing.
Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk
Physical Effort

Standing at a computer for long periods of time.
Frequently walking.
Performs computer work daily.
Working Conditions

Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
Frequently handling of queries and calls from guests, potential guests, and other departments.
Must be available days, evenings, weekend and holidays as required by scheduling demands.
May be required to travel.
Type of Supervision Required

Reports to the General Manager. Works under general instructions to prioritize and complete assigned tasks.


Available to work any shift, Monday to Sunday, including holidays, with 24-hour availability as needed.
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