Guest Services Manager (Full Time)

The Sheraton Vancouver Guildford Hotel is one of Surrey's premier hotels. At Sheraton hotels, we create a welcoming place for our community to gather. Sheraton sees the world through the lens of community.
Every one of us is critical to the success of our hotel's larger mission. It is the energy of the collective that fuels us, unites us, and brings us together. At Marriott, be yourself. Begin your purpose, belong to a global community, and become the best version of you. At Marriott….. We are looking to grow our teams with individuals who share our energy and enthusiasm for creating exceptional guest service and would like to join our dynamic world of hospitality.
Functions as the strategic business leader of the property Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property's rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment to the owner and company. Act as the main contact for guests and other hotel departments in the absence of the General Manager.
Champions the brand's service vision for product and service delivery.

~ Monitors and promotes room rates, specials, and promotions at the hotel.

Managing Profitability

• Analyzes service issues and identifies trends.
• Managing Revenue Goals
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Delivers excellent customer service through the customer experience and encourages the same from other employees.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance customer experience.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Identifies talents of direct reports and their teams and assists with their growth and development plans.

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with Marriott rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the General Manager based upon the particular requirements of the hotel:

• Ability to assume the responsibilities of the General Manager in his/her absence.
• Perform special projects such as ABCs, EIWO, Arrival/Departure training, In Room Dining training, Revenue Management, and other responsibilities as assigned by the General Manager
• Implement Smart Plans and strategies to improve company ASI (Associate Satisfaction Index, GSS (Guest Service Scores) in the rooms division.
• Implement and follow up on emergency procedures to ensure appropriate protection for hotel guests, associates and company assets.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must possess basic computational ability must possess basic computer skills.
• Must have excellent leadership capability and customer relations skills.
• Working knowledge of federal Provincial and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their Provincial and local analogues (where applicable): WCB, Union Agreement, Labour Standards, B.Temperature is moderate and controlled by hotel environmental systems. The length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

2-year degree from an accredited university in Hotel & Restaurant Management or related major. Bachelor's Degree preferred.
Previous experience as Rooms Division Manager required. 2 years' Marriott experience in guest services, front desk, housekeeping and management operations.
If you are passionate about hospitality and ready to lead a dynamic team at Sheraton, we invite you to apply today and help us create unforgettable experiences for our guests!
Job Types: Full-time, Permanent
Dental care
Disability insurance
Discounted or free food
Life insurance
On-site parking
Flexible language requirement:
~ French not required

8 hour shift

• Day shift
• Monday to Friday

~ Ability to commute/relocate:
~ Surrey, BC V3R 1N5: reliably commute or plan to relocate before starting work (required)