GUEST SERVICE MANAGER
Reporting to the General Manager, the Guest Service Manager is
responsible for ensuring we provide the highest level of guest service and
ensuring that standards are maintained for all positions within the Front
Office: Guest Service/Reservations Agent, Night Audit, Concierge, Bellmen.
The Guest Service Manager is responsible to guide these departments in achieving our strategic directions through continual focus and reference to these strategies and to our vision. The Guest Service Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
Description of main responsibilities:
in close collaboration with the managers of every department and their staff to
ensure the highest standard of service and guest satisfaction;
on objectives, improvements, and budgets for his/her department with team
involvement; Managing and controlling commissions granted to travel agencies;
all hotel operations in concert with the General Manager and other front desk
team managers; Hiring, training, supervising, managing, mentoring and
evaluating the Service Team
efficient tools and productive practices to reach or exceed rate and room
receivables, payables, petty cash and bank deposits for the accounting
practices related to marketing, website, OWS and various distribution channels
for Head Office. Reporting to the IT Director to address any IT issues with
closely with the General Manager to ensure any guest issue is immediately and
Front Office Managerial experience.
- Understanding of budgeting, labour costs and hotel operations.
- Problem solving skills.
professional with proven ability to develop and lead in a team environment.
interpersonal & communication skills, outgoing, friendly, persuasive
- High work standards - Sets high standards of performance for self and others.
- Excellent English and French, both oral and written.