Customer Service Manager

JOB OVERVIEW

The Guest Service Manager assists the Front Office Manager in their duties and oversees the hotel's reception and customer service operations, which include the front desk, bell and concierge service, night audit, and assigned staff. Responsible for ensuring the smooth operation of their department while adhering to the brand standards. Pays special attention to the safety, security, and protection of property. Responsible for adhering to the budget.

PRIMARY RESPONSIBILITIES

·       Responsible for the efficient operation of the front desk, bell and concierge service, night audit, and any other areas related to customer service ;

·       Communicate daily operational needs with concerned employees ;

·       Fulfill all guest requests accurately and efficiently ;

·       Handle guest complaints professionally while adhering to brand and company standards and follow up with relevant departments;

·       Ensure staff has accurate and up-to-date knowledge of hotel services, features, and amenities ;

·       Control room checks and diligently monitor occupancy rates;

·       Authorize and sign cash adjustments and disbursements;

·       Ensure new employees receive adequate training in accordance with brand and management company standards;

·       Responsible for assigning daily tasks to employees under their supervision ;

·       Assist all hotel services as needed ;

·       Present in the lobby during peak hours and ensure it is in good condition at all times ;

·       Monitor and maintain cleanliness and proper functioning of department equipment and supplies ;

·       Ensure all pertinent information is recorded in the daily log ;

·       Implement reception and customer service procedures that promote the health and safety of all guests and staff, such as key management and emergency protocols;

·       Master the property’s emergency procedures;

·       Report and correct immediately, if possible, any health and safety hazards and suspicious situations, and respond accordingly ;

·       Ensure the confidentiality of guest personal information ;

·       Understand and adhere to the departmental budget;

·       Keep a record of all purchase orders and related directives ;

·       Manage work schedules by balancing departmental needs with those of employees ;

·       Assist the Front Office Manager in all aspects of human resource management within the department, including workforce planning, recruitment, performance management, performance reviews, assigned tasks, team development, and training to maintain the level of expertise required for the reception program ;

·       Ensure uniform control, purchasing, and usage ;

·       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

·       Post-secondary degree in hotel management or other relevant professional field;

·       3 to 5 years of experience in hotel management, customer service, or related field.

·       Experience in personnel management preferred.

SKILLS, ABILITIES, AND ATTRIBUTES

·       Speak, write, and read French and English. Knowledge of a third language is an asset;

·       Exhibit professional behavior at all times and project a neat and professional image;

·       Convey positive and enthusiastic leadership to foster cohesion and collaboration among teams and colleagues ;

·       Interact with others intending to build positive and constructive working relationships;

·       Able to work under pressure, possess a developed sense of urgency, and manage priorities ;

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

·       High organizational ability to work with tight deadlines and conduct regular follow-ups;

·       Capable of assessing different presented options and making thoughtful and informed decisions in a timely manner;

·       Able to identify opportunities and problems as they arise, or prevent them and take necessary steps to resolve them;

·       Show understanding in workplace conflict situations and able to overcome obstacles ;

·       Able to assimilate complex information from different sources and analyze, adjust, or modify it based on specific constraints or needs ;

·       Possess an aptitude for listening, understanding, and clarifying information and inquiries from colleagues, employees, or guests;

·       Ability to understand and analyze basic financial data (budget) ;

·       Have a developed sense of leadership ;

·       Knowledge of basic computer software (MS Office ®, email, internet, management database) ;

·       Ability to occasionally lift loads of 10 to 25 pounds and/or frequently transport, push, pull, or move objects of 25 pounds.