Gestionnaire des services aux invités | Guest Services Manager

MasterBUILT Hotels Ltd.•Dorval, QC

1d•Onsite

About The Position

The Guest Services Manager will anticipate and exceed the needs of guests and team members. They will manage and model superior customer service while controlling costs and contributing to the property’s rate and revenue strategy.

Requirements

Minimum of 3 years’ working experience in the hotel industry, demonstrating progression with each career move
1-2 years’ experience in a leadership capacity
Previous exposure accounting functions such as expenses, payroll and budgeting
Previous experience with inventory management
Ability to demonstrate being both a leader and team player
Superior written and verbal communication skills
Excellent customer service and interpersonal skills
Ability to set and monitor goals and provide status updates as required
Ability to set priorities for self and others in the hotel
Project planning capabilities coupled with time management and organization techniques
A fun, positive attitude with a sense of humour

Nice To Haves

A Diploma in Hospitality Management considered an asset

Responsibilities

Act as the property manager on duty when assigned to do so
Take the appropriate action to respond to guest needs and maintain positive guest relations at all times
Assist the General Manager or their designate to ensure all reporting and analysis is completed and communicated in a timely manner
Participate in revenue management activities and monitor the PMS to ensure that all rates and applicable rate codes are loaded correctly
Participate in site sales, sales and marketing activities and serve as a key identifier of business leads among customers and broader market
Take part in weekly/daily management meetings
Assist the General Manager or their designate in hiring staff
Ensure new employees go through complete orientation and are provided with required training
Has in place an on-going training program for all front desk personnel
Assist the General Manager or their designate to ensure that all policies, procedures, legislative requirements are followed with regard to personnel, security, cash handling, guest relations, safety, etc.
Perform any additional duties or responsibilities as delegated by the General Manager or their designate
Ensure all staff are working to agreed, realistic activity plans and appraised on an annual basis in line with company policy
Brief and debrief staff, hold regular departmental meetings, actively encourage communication with other departments within the hotel
Ensure adequate supply of materials and equipment in accordance with the departmental budget
Liaise with the General Manager or their designate in the hiring and orientation of all staff
Ensure that standards of punctuality, staff appearance and dress are maintained at all times in accordance with MasterBUILT policies
Encourage teamwork and innovative ideas to develop a motivated work force
Carry out the duties of an absent staff member and/or assist in another department as necessary
Ensure all staff are competent in the safe and effective use of equipment/chemicals in accordance with manufacturer’s instructions
Ensure compliance with company and house rules
Work and communicate in a professional and ethical manner with colleagues assisting where necessary
Monitor customer service levels and coach employees with alternative methods of responding to customer requests
Monitor customer satisfaction ratings and develop plans to maintain or increase customer satisfaction as required
Implement marketing initiatives that align with hotel branding in collaboration with corporate sales
Increase visibility of the hotel by actively participating in the community and community events
Serve as a key sales lead generator for corporate sales