Assistant Guest Service Manager

Algonquin Resort•Town of Saint Andrews, NB

4d•Onsite

About The Position

The Guest Service Manager's primary function is to oversee the daily operations of the Guest Services (Bell, Recreation and Shuttle) teams. He or she acts as a manager to all Guest Service personnel and assists as Manager on Duty for the Front Office (Front Desk and Royal Service) as needed to assist guests, ensuring smooth consistent service. Accountable for ensuring that guest interactions with Guest Services personnel are handled properly, and that the experience is a pleasant one for the guest. This is accomplished by overseeing employee/guest interactions and interceding when necessary.

Requirements

3+ years’ experience in a similar supervisory/leadership role
Excellent verbal and written communication skills
Accuracy and attention to detail
Strong interpersonal and problem solving abilities
Service focused personality with the ability to lead by example
Computer-savvy
Well organized self-starter
Results-oriented with the ability to be flexible and work well under pressure
Must be available days, evenings, weekend and holidays.

Nice To Haves

Experience with property management system an asset
Degree or Diploma in Hospitality Management is an asset

Responsibilities

Oversee the daily operations of the Bell, Recreation and Shuttle Driver teams
Supervise, train and support Guest Services staff to ensure high performance
Monitor and maintain service standards across all Guest Services areas
Oversee recreation facilities including the fitness center, pools and PlayZone
Ensure cleanliness, safety, and proper use of all recreation areas and equipment
Coordinate transportation services, luggage handling, and recreational activities.
Develop, prepare, and execute a comprehensive hotel activity program for all guest demographics.
Act as Manager on Duty for Front Office, overseeing daily operations of Reception Desk and Royal Service as needed. Resolving guest concerns, and ensuring service standards are consistently upheld across all touchpoints
Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
Meet with other managers and supervisors to stay informed of changes affecting operations
Assist in training of all positions within department
Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
Inform workers about interests and special needs of specific groups
Apply customer/guest feedback to service improvement efforts
Take disciplinary action to address performance problems
Motivate, develop, and direct people as they work, identifying the best people for the job
Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel.
Ensure staff is knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
Handle guest feedback/concerns promptly to ensure the highest level of guest satisfaction.
Promote a culture focused on guest service.
Implement and maintain all company policies and procedures.
Assist hotel management as directed with development of special reports and/or special projects.
Administer and maintain all uniforms and inventories, including printed materials.
Assist in the operation of other departments within the hotel when required.
Manager on Duty shifts are required, oversee day-to-day operations.
Other duties as assigned.