Guest Services & Front Desk Manager
Fernie, BC, Canada
Job Description
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Park Place Lodge is seeking an experienced and energetic individual to join our leadership team. The guest services and front desk manager will manage the daily operations of the hotel front desk and guest services team. This position is critical to ensuring a smooth guest experience from the time they book their stay, all the way through to when they check-out. The ideal candidate will have a strong background in the accommodation industry \xe2\x80\x93 with the ability to train and lead a team, manage all aspects of the front desk department, foster relationships with our corporate, wholesale and travel agent network, and ensure the highest level of customer service to our in-house guests. Primary Responsibilities
- Managing the daily operation of the Guest Services team at the front desks including check-ins, check-outs, inquiries, guest issues, recommendations, etc. \xe2\x80\x93 all while providing exceptional levels of customer service.
- Managing guest reservations department including answering phone/email inquiries, providing lodging options/quotes, inputting reservations accurately into our booking software, taking payment and providing confirmations.
- Facilitating and confirming reservations from our network of corporate clients, wholesalers, travel agents, and online channel partners, as well as building relationships with these key stakeholders.
- Hiring, training, and scheduling of staff with a view to professional development of the guest service front desk team.
- Working to sales targets and KPI\xe2\x80\x99s as set by the company.
- Responding to concerns/compliments from guests in a professional and timely manner.
- Ensuring guests\xe2\x80\x99 needs are always attended to and maintain guest service standards.
- Ensuring hotel policy and procedures are being followed, including Liquor, Lottery and Labour Laws.
- Ensuring daily duties are being performed and checklists are being used.
- Being a working manager and leading by example.
- Previous experience working in reservations/guest services for the accommodation/travel industry.
- Outstanding customer service experience and a demonstrated positive, results-driven attitude.
- Skilled and sensitive listener who understands guest needs and can tailor accommodation options.
- Candidates must be proficient with the Microsoft Office suite of applications and similar. Competency with RoomMaster or similar PMS would be beneficial.
- Available to work flexible shifts including days, evenings, and weekends.
- Strong destination knowledge of Fernie, Fernie Alpine Resort and surrounding area.
- Team player with strong interpersonal and communication skills.
- Exceptional interpersonal, motivational and communication skills.
- Dental care
- Discounted or free food
- On-site parking
- Wellness program
- 8 hour shift
- Holidays
- On call
- Overtime
- Weekends as needed
- Bonus pay
- Overtime pay
- Fernie, BC V0B 1M0: reliably commute or plan to relocate before starting work (required)
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Job Detail
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Job IdJD2315756
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationFernie, BC, Canada
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EducationNot mentioned