Guest Services Manager - Okanagan

True Key Hotels & Resorts • Calgary, AB

12d • Onsite

About The Position

This is a new property located in Penticton offers an exciting opportunity to join a founding team and help build the guest experience, team culture and operational standards from the ground up. The Guest Services Manager is responsible for leading the Guest Services team and delivering a consistently positive, professional and welcoming experience for guests and owners. This role exists to ensure the smooth, efficient and service focused operation of the front desk and related guest touchpoints while supporting the resort's overall operational, financial and cultural objectives. Through hands-on leadership, coaching and operational oversight, the Guest Services Manager plays a critical role in shaping first impressions, service recovery and day to day guest satisfaction.

Requirements

• Minimum 1 year of experience in front office, reservations or a comparable guest-facing hospitality role; supervisory experience preferred.
• Strong understanding of guest service standards and front office operations.
• Working knowledge of property management systems is an advantage.
• Proficiency with Microsoft Office.
• Basic understanding of cash handling, reconciliations and administrative processes.
• Strong problem-solving and decision making skills.
• Excellent communication, organizational and problem solving skills.
• Demonstrated ability to lead, motivate and support a team.
• This position is only open to Canadian Citizens, Residents, or those possessing a valid Work Visa.

Nice To Haves

• Post secondary education in hospitality or a related field is an asset.

Responsibilities

• Ensure a warm, professional and consistent guest experience across all guest services interaction.
• Support service recovery efforts and escalate issue appropriately when required.
• Lead by example through a positive, resilient and hands-on leadership style.
• Communicate clearly with team members regarding guest needs, priorities and operational updates.
• Recognize performance and promote engagement and retention.
• Oversee daily operations of the front desk.
• Ensure scheduling aligns with business levels and operational needs.
• Support group reservations and coordinate with Sales as required to ensure contract and policy compliance.
• Recruit, hire and develop department the guest services team.
• Assist with onboarding and training of new Guest Services team members.
• Coach and support team members to ensure service standards and procedures are consistently followed.
• Ensure compliance with employment standards, health & safety, licensing and strata requirements.
• Uphold health and safety standards, reporting incidents or injuries promptly.

Benefits

• competitive wages
• employee discount programs
• referral incentives
• flexible scheduling where operationally possible
• bonuses
• health benefits
• on the job training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree