Guest Services Manager

The Guest Services Manager is responsible for the overall management of the Guest Services team.  Your passion for the hospitality industry will foster an authentic and unique West Coast experience for our guests.  Your strong leadership capabilities and dedication to training and development will result in professional Guest Services Agents of the highest calibre.

About Us

Located in Ucluelet on the edge of Pacific Rim National Park, Black Rock Oceanfront Resort combines rugged coastal beauty with modern comfort. Our resort offers guests a luxury West Coast experience through our oceanfront accommodations, spa, and restaurants, Big Beach Lounge and Currents. We reside within the Yuulu?ilath - Ucluelet First Nation traditional territory, of whose ancestral lands we work and play.

This position requires:

• Dedication to the guest & employee experience


• Proven leadership skills


• Attention to detail


• A team player


• Ability to adapt to changing priorities


• Excellent written and verbal communication skills


• Ability to work with little supervision and maintain high level of performance


• Flexible Schedule

This primary responsibilities include, but are not limited to:  

• Ensuring the highest level of service by exceeding guest expectations to build loyalty


• Overseeing the daily operations of Guest Services, managing arrivals, departures, group meetings and weddings, along with balancing room inventory and achieving rate


• Coaching and developing the Guest Services Team


• Committing to guest satisfaction through consistent follow up on all guest issues, delivering outstanding guest service recovery


• Maximizes Guest Service Agents selling techniques, by conducting orientation to sales process, developing individual coaching plans, and providing resources and assistance as needed 


• Leading the achievement of the department’s revenue goals through training, motivation, promotion, and incentives in pursuit of our room nights and revenue


• Improving service delivery by streamlining procedures and removing obstacles

Qualifications & Requirements:

• Minimum 2 years in a Guest Services/Front Desk Supervisory position


• Post-Secondary Education – preferably in Hospitality Management is an asset but not a requirement


• Proficiency in Microsoft Office, emails, Property Management Systems, Extranet, & online booking engines


• Proven experience in sales environment


• Experience managing a team or department


• Sales and rooms experience


• Knowledge of hotel industry


• Experience with creating and reading budgets, income statements, financial documents, and reports


• Fluency in English


• Excellent written and verbal communication


• Strong communication skills, problem-solving and organizational skills


• Ability to make deadlines and work under pressure


• Team oriented


• Customer service experience


• Committed to exceeding the expectations for internal and external guests


• Ability to work in a fast paced- environment


• Experience in administration an asset


• An interest in having fun in the workplace

Benefits:

• Wage Commensurate to Experience


• Staff Discounts 


• Medical, Dental, Life Insurance & benefits


• Matched RRSP


• Associate Rates for hotel stays


• Volunteer Support Opportunities


• Team Enrichment Events


• Low-cost On-site Housing, if required and as available


• Inclusive Work Environment

This job description is intended an introduction of the role, rather than a complete list of skills, efforts, duties, responsibilities or working conditions associated with the position.