Guest Services Manager

The Hilton Vancouver Airport Hotel is a leading global hospitality company offering business and leisure travelers the finest in accommodations, service, amenities and value. We are dedicated to providing exceptional guest experiences and with 237 rooms and 4,00 square feet of event space, our Team Members are front and centre of the hotel driving all aspects of the business!

At the Hilton Vancouver Airport Hotel, we take pride in fostering an environment where learning and development is a lifestyle. Apply today and embark on a rewarding career path!

OBJECTIVE:

By using a proactive management approach, the Guest Services Manager (GSM) ensures an efficient operation of the front desk and all Front Office Team Members are delivering a high quality of service. In the absence of the Front Office Manager, the GSM represents the senior management team in problem solving, coping with emergency situations, and always ensuring complete guest satisfaction. The working hours will vary from days, overnights, evenings, and weekdays/weekend shifts. The successful candidate must have open availability.

RESPONSIBILITIES:

• Responsible for the supervision and operation of the front office in various shifts, including overnight shifts
• Lead, motivate and train Team Members. Continuously strive for an engaged, enthusiastic, high performing team through recruitment and development, enabling all Team Members to realize their full potential
• Responsible for providing timely feedback and performance reviews to all Front Office Team Members
• Collaborate and provide support on social media initiatives including online reputation management (TripAdvisor, Yelp, etc.), content creation and social customer service
• Support and maintain close and effective working relationships cross-functionally with all departments
• Anticipate and exceed guest expectations using Brand Standards, proactively resolve any guest concerns
• Ensure consistent delivery of services and benefits to Guests, and Hilton Honors Member. Assist in enrolling new guests in the Hilton Honors program while improving the loyalty of existing HH Members
• Support and inform the Rooms Operations Manager and other Guest Services Managers on matters pertaining to the operation or development of the Front Office and Hotel in general
• Assist and support in controlling expenses in the Front Office operation
• Ensure workplace health and safety is actively practiced in the department
• Be alert on Hotel Security, guest safety and security. Ensure all Team Members are familiar with fire emergency safety procedures
• Monitor and respond in a timely manner to past, current and future guest requests on the hotel's social media channels outside of the Social Media Champion's work hours.

QUALIFICATIONS:

• 2-3 year's front office experience including night audit would be considered an asset
• Able to take initiative and be a self-starter
• Strong guest service skills & supervisory skills are essential
• Strong problem solving skills & attention to detail are essential
• Strong administrative, organizational, and time management skills
• Desire to work in a team based environment
• Strong oral and written communication skills required

The Hilton Vancouver Airport hotel is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law. Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact the Human Resources Department upon application.

Job Type: Full-time

Pay: $60,000.00-$64,500.00 per year

Benefits:

• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Experience:

• management: 1 year (required)
• night audit: 2 years (preferred)
• Front desk: 2 years (preferred)
• Hotel: 1 year (preferred)

Work Location: In person