Guest Services Manager - Stoneridge Mountain Resort, Canmore, AB

Hotel Equities•Canmore, AB

5d•CA$60,000 - CA$65,000•Onsite

About The Position

Hotel Equities is seeking a Guest Services Manager for the Stoneridge Mountain Resort in Canmore, AB. This role is responsible for ensuring an exceptional guest experience by overseeing front desk operations, guest services, and related hotel services. The position involves leading and motivating the guest services team, resolving guest concerns, and maintaining high standards of service and hospitality.

Requirements

A minimum of two (2) years in hotel operations and management.
Solid background in customer service and hospitality industry.
Strong understanding of teamwork.
Excellent interpersonal, communication, and problem-solving abilities.
Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.
Experience with hotel property management systems.
Strong management and leadership skills.
Operates with a sense of urgency and discipline.
Requires advanced knowledge of the hospitality and business management fields.
Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information.
Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches.
Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
Requires highly developed communication skills in leading Ambassadors and guest satisfaction.
Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors.
Must have excellent literacy skills necessary for reports, policies and procedures.
Must have vision ability in order to visually inspect hotel.
Must have mobility to walk through the front and the back of the hotel.

Nice To Haves

Being passionate about people and service.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.

Responsibilities

Manage the guest experience from pre-arrival to departure, including room assignments, reservation management, and guest expectations.
Communicate daily operations to teams and leaders, relaying updates to the Operations Manager and Assistant General Manager.
Resolve guest challenges, problem-solve with team members, and maintain administrative upkeep of the Guest Services team.
Supervise, train, and motivate guest service staff, including front desk, bell, and valet teams.
Maintain knowledge of hotel services, amenities, and local attractions for guest recommendations.
Monitor and improve guest satisfaction scores and service quality.
Provide reports on guest feedback, staff performance, and operational metrics.
Assist in developing and implementing service standards, policies, and procedures.
Support the Operations Manager and Assistant General Manager with guest programming and staff coaching/motivation.
Collaborate effectively with all property teams on guest-facing initiatives.
Assist in overall property operations as directed by the General Manager and Assistant General Manager.