Guest Services Manager - Stoneridge Mountain Resort, Canmore, AB

Position Summary

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is searching for a remarkable Guest Services Manager for the Stoneridge Mountain Resort, Canmore, AB.

Essential Job Duties & Responsibilities

• Helps manage the guest experience from pre-arrival to departure and everything in between by facilitating room assignments, maintaining incoming and monitoring reservations, and managing the expectations of all guests.
• Communicate daily operations to teams and leaders in daily team briefings and relays any updates to the Operations Manager and Assistant General Manager.
• Find solutions to guest challenges, problem solving with team members and maintaining the upkeep of the Guest Services team’s administration.
• Supervise, train, and motivate guest service staff, including front desk, bell, and valet team members.
• Maintain knowledge of hotel services, amenities, and local attractions to provide informed recommendations to guests.
• Monitor and improve guest satisfaction scores and service quality.
• Provide reports on guest feedback, staff performance, and operational metrics for management review.
• Assist in developing and implementing service standards, policies, and procedures.
• Directly support the Operations Manager and Assistant General Manager as needed which includes and is not limited to supporting guest programming and coaching/motivating staff.
• Collaborate in an effective manner with all teams of the property to achieve success in all things guest facing.
• Assist in overall property operations as appointed by General Manager and Assistant General Manager.

Qualifications and 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.

This job requires the ability to perform the following

• 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.

Other

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Amazing Benefits At A Glance

• Salary Range: $60,000.00-$65,000.00/annually
• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• RSP with Company Match
• Employee discount
• Life insurance
• Parental leave
• Referral program