Guest Services Manager

POSITION OVERVIEW

The Guest Services Manager assists the Director of Front Office in their duties and supervises the operations of the hotel’s front desk and guest services, including the front desk, bell and concierge services, night audit, and assigned staff. Responsible for ensuring smooth departmental operations while complying with brand standards. Pays particular attention to safety, security, and asset protection. Responsible for adherence to the budget.

KEY RESPONSIBILITIES

• Ensure the proper functioning of the front desk, bell and concierge services, night audit, and all other areas related to guest services;

• Communicate daily operational needs to the relevant employees;

• Fulfill all guest requests accurately and efficiently;

• Handle guest complaints professionally and in accordance with brand and company standards, and follow up with the appropriate departments;

• Ensure staff have accurate and up-to-date knowledge of the hotel’s services, facilities, and amenities;

• Monitor room status and closely track occupancy levels;

• Authorize and sign cash adjustments and disbursements;

• Ensure new employees receive proper training in accordance with brand and management company standards;

• Assign daily tasks to employees under their supervision;

• Assist all hotel departments when necessary;

• Be present in the lobby during peak hours and ensure it remains in proper condition at all times;

• Monitor and maintain cleanliness and proper functioning of departmental equipment and supplies;

• Ensure all relevant information is recorded in the daily log;

• Implement front desk and guest service procedures that promote the health and safety of guests and staff, including key control and security and emergency procedures;

• Master the property’s emergency procedures;

• Immediately report and, when possible, correct all health and safety hazards and suspicious situations, and respond appropriately;

• Ensure the confidentiality of guests’ personal information;

• Understand and comply with the department budget;

• Maintain records of all purchase orders and related directives;

• Manage work schedules while balancing departmental needs and employee availability;

• Assist the Director of Front Office in all aspects of human resources management within the department, including workforce planning, recruitment, performance management, evaluations, task assignments, team development, and training to maintain the required level of expertise for front office operations;

• Ensure control, purchasing, and proper use of uniforms;

• Participate in management team meetings;

• Participate in planning departmental meetings;

• Participate in the Manager on Duty (MOD) program;

• Understand, master, and comply with the current collective agreement;

• Perform any other related duties.

EDUCATION AND EXPERIENCE

• Postsecondary diploma in Hotel Management or a related professional field;

• 3 to 5 years of experience in hotel management, guest services, or a related field;

• Previous staff management experience preferred.

SKILLS, ABILITIES, AND QUALIFICATIONS

• Ability to speak, read, and write French and English; knowledge of a third language is an asset;

• Maintain professional conduct at all times and project a polished, professional image;

• Demonstrate positive and enthusiastic leadership to promote teamwork and collaboration;

• Interact with others to establish positive and constructive working relationships;

• Ability to work under pressure, with a strong sense of urgency and effective priority management;

• Ability to communicate ideas and concepts clearly, both verbally and in writing;

• Strong organizational skills, able to work with tight deadlines and perform regular follow-ups;

• Ability to evaluate different options and make well-reasoned, timely decisions;

• Ability to identify opportunities and problems as they arise—or anticipate them—and take appropriate corrective action;

• Demonstrate understanding in workplace conflict situations and overcome obstacles effectively;

• Ability to assimilate complex information from various sources and analyze, adapt, or modify it according to specific constraints or needs;

• Strong listening skills, with the ability to understand and clarify information and questions from colleagues, employees, or guests;

• Ability to understand and analyze basic financial data (budgeting);

• Well-developed leadership skills;

• Knowledge of basic computer software (MS Office®, email, internet, management databases);

• Ability to occasionally lift 10–25 pounds and/or frequently carry, push, pull, or move objects weighing up to 25 pounds.