Guest Services Manager

SUMMARY:

The Guest Services Manager is responsible for the day-to-day operations of the front desk as well as the training and management of all Guest Services associates while on shift.  This position reports to the Front Office Manager.  This position is the manager on duty of the Front Office and the resort when they are on shift.

RESPONSIBILITIES:

• Oversee front office operations, including guest check in/out process, bell services, resolving guest concerns and billing.
• Monitor and assist in completing payroll in a timely manner ensuring accuracy and managing labour to meet business needs.
• Coach, guide and manage employee performance with consistency and fairness.
• Conduct probationary and annual performance reviews for front office team, including Bell team
• Provide guest service support to the front desk, including working duty manager shifts as required and on occasion assist in the overnight rotation.
• Participate in daily Operations meeting
• Assist Front Office Manager to oversee the planning and execution of all staff training in the Front Office area
• Oversee all emergency situations and make prompt decisions based on the best interest of our guest and establishment while on shift.
• Rollout and monitor processes to ensure an ongoing improved guest experience.
• Assist Front Office Manager in managing supplies and inventory of items in the Front Office.
• Assist Front Office Manager in month end financial audits of accounts in the Opera PMS system.
• Assist Front Office Manager in setting and updating the team on goals for Front Office.
• Duties as required to ensure successful operation of the Front Office department including support of other departments and special promotions.
• Support a culture of safety and wellness for the team members of the Front office.
• Monitor & respond to guest feedback delivered via guest comment cards and face-to-face feedback, identifying trends and looking for solutions.
• Primary contact for all on-site guest recovery situations as they relate to the resort.
• Act as a resource for all Team Members when addressing Guest Services issues throughout the Resort.
• Consistently offer professional, friendly and engaging service to guests
• Develop strong guest relationships to maintain and further develop Watermark loyalty
• Monitor and order front office inventory
• Other duties as assigned

QUALIFICATIONS:

• Easy conversationalist
• Extra-sensory perception to how others are feeling
• Previous Property Management system experience required, with experience using Opera PMS as an asset
• An organized multi tasker who doesn’t crack under pressure
• An eye for details
• Sleuth like problem solving skills
• Able to be on your feet all day
• A passion for guest service and providing a great guest experience
• A self-starter with demonstrated leadership skills
• Must be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.
• Minimum 1-year Front Desk experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline an asset
• Highly responsible & reliable
• Knowledge of Okanagan and local area an asset