Guest Services Manager

Westin Resort and Spa Whistler•Whistler, BC

24d•CA$0 - CA$60,000•Onsite

About The Position

The Guest Service Manager is in charge of the day to day operation of the Service Express Department, which includes the command center, front desk, bell services and valet team. Coach, train and motivate Service Express associates. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures.

Requirements

Must be able to build and maintain credibility and relationships with customers (internal and external)
Strong organization and planning skills
Strong working knowledge of MS Office applications – Word, Excel, PowerPoint
Basic computer knowledge
Detailed knowledge of Whistler area and available services
Proven ability in managing time is critical; must be able to plan and execute effectively and efficiently
Leadership, management and supervisory skills
Previous experience in a similar role in a similar size/type of property
Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
Ability to create, implement and monitor hotel and staff goals, strategies, policies and training. Ability to access, input, analyze and retrieve information from computers
Must be able to stand and exert well-paced mobility for up to 8 hours in length.
Must be able to lift to 15 lbs. on a regular and continuing basis
Possession of, or ability to obtain First Aid Certificate
Ensure compliance with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
Set a good safety example
Ability to provide a satisfactory criminal record check

Nice To Haves

Experience using Galaxy UX, Lightspeed, GXP and MICROS an asset
Diploma or certificate in Hotel/Restaurant Management or the equivalent is an asset

Responsibilities

Maintains regular and constant contact with Service Express associates and monitors their contact with guests
Makes certain that associate interactions with guests are following Westin Brand Guidelines. Provides constant feedback to department head concerning service issues, including guest desires, complaints and comments
Assists with the training of Service Express Associates and makes certain that they are trained in all areas of Service Express
Maintains the schedule of Service Express associates in cross-functional activities
Empowers and coaches associates in providing technically proficient, courteous and timely service
Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met
Conducts monthly departmental meetings
Manages and motivates team success in departmental incentive programs
Presents innovative ideas to hotel management
Makes certain that Marriott approved Service Express technology is used to its full capacity
Conduct Quarterly Dialogues with each direct report
Work with SX Manager and People and Culture to look at development planning
Participate in cross-training with Housekeeping
Ensure associates are trained in the safe work procedures associated with all of their tasks
Promote safety awareness to associates and demonstrate that safe job performance is the number one priority
Ensure associates report any unsafe conditions, practices or injuries as soon as possible and take appropriate actions
Set a good safety example
All other duties as assigned