Guest Services Manager

This position is responsible for ensuring that our guest experience is aligned with the high standards of our brand. It also includes leadership, hotel administrative duties, and staff development.
Greeting and Check-In of incoming guests.
Ensure warm and friendly arrival and departure for our guests.
Process reservations, & guest inquiries
Inform incoming guests of property information and local attractions.
Handle guest complaints, comments, observations to ensure guest satisfaction.
Maintain team communications related to current changes, policy updates, or concerns.
Facilitate guests requests with other departments accordingly.
Answering property switch board and processing inquiries and requests.
Supervises Front Office Operations and Employees
Maintains schedules, training, and evaluation of Front Desk employees.
Train and develop a customer service focused and polished team to meet brand standards.
Provide team feedback and process improvement.
Leading by example, takes personal responsibility and work as a team.
Listen to guest concerns, provide empathy and find solutions for resolving guest problems. Facilitate group reservations including rooming lists.
Facilitate and communicate of property promotions.
Month end tasks & reporting
Performs other duties as required by this role to ensure brand standards are being met.
Requirements
Minimum of 1 years proven management or supervisory hotel experience.
Strong verbal, written, supervisory and interpersonal skills.
Strong computer skills.
Works well independently or as part of a team.
Strong attention to detail.
Commitment to exceptional guest service.
Ability to maintain a positive and professional attitude when handling all situations.
Adhere to the policies and procedures of the hotel.
Ability to work a flexible schedule including weekends and holidays.
Applicants must live in Canada and hold a valid work permit.