Job Description

The DoubleTree West Edmonton was the recipient of the 2024 Award of Excellence for showcasing outstanding commitment to Quality & Service!

Our friendly and attentive staff are dedicated to providing personalized service throughout our guest's stay. We call it CARE (Create A Rewarding Experience).

When you CARE - it shows! We provide a Double Dose of Warmth, a Double Dose of Sweet and a Double Dose of Home.

All the essentials are covered in our 128 modern guest rooms and 110 elegant suites including two-bedroom and presidential suites.

We are looking for a Manager of Guest Services to join our Front Office Team!!!

Basic Purpose:

As our Manager of Guest Services, you'll be responsible for all duties of the front office operation, including management of the front desk, training and employee development, delivery of quality customer service and resolution of guest issues, while maximizing room revenue and occupancy.

Major Responsibilities and Duties (to fulfill major purpose):

Provide leadership, training and support to department associates, with respect to all Guest Services duties and processes. Actively participate in, coach and lead Associates, in guest problem resolution processes, to ensure that guest service opportunities are resolved quickly and addressed effectively. Lead, motivate and coach departmental associates in order to maximize employee productivity and satisfaction. This would include ensuring incentive programs are in place when required. Promote and encourage inter departmental cooperation and communication so that customer service and overall guest satisfaction is at an optimum. Practice the fundamental principles of revenue management and utilizes revenue management techniques in order to maximize occupancy and average rates while maintaining a high quality of guest service. Ensure accuracy of room block assignments, arrangements for special requests, VIP accommodations, and distribute the VIP lists. As a contributing member of the Hotel RevMax Team, play a key role in implementing strategies for transient and 3rd party website positioning and attend Sales and RevMax meetings as required. Assist in ensuring that SilverBirch Hotels & Resorts Brand Reservations and all booking channels are up to date and accurate to ensure that rate parity is maintained. Effectively communicate rate strategies and revenue expectations to the Front Office and Reservations Departments, so that maximum revenue potential for each day is realized. Work closely with and communicate with Sales; keep them informed of group booking status. Maintain room rate control and availability status. Train and monitor Rewards Program requirements to ensure they are meeting standard and objectives. Other related duties as assigned.

Skills, Knowledge and Abilities Required:

Self-starter with initiative to see assignments through to completion. Able to work independently with strong organizational skills. Strong ability to prioritize tasks, with attention to detail and strong analytical skills. Be incredibly friendly; highly guest focused; ability to anticipate guest needs and respond pleasantly and professionally in a variety of settings and situations Listening skills to ensure accurate understanding of guest wishes Composure to work effectively under pressure and to address and resolve guest problems or concerns Approachability to encourage effective communication with guests and fellow team Excellent leader and coach who has a passion to bring out the best in their teammates and themselves. Excellent verbal and written English communication skills are required, with a second language helpful.

Working Conditions:

Primarily in an office environment - sometimes exposed to frequently open doors to the outside. Required to stand for long periods of time (majority of shift). Variety of shifts that include days, afternoons, nights, weekends and holidays.

Experience, Training and Education (demonstrating requirements):

Minimum three (3) years of experience in Guest Service Experience within a full service hotel. Must have 2 years of previous managerial experience. Hospitality industry and general hotel department knowledge is expected. Excellent skills in Microsoft Word, Excel, network systems required. Cash and accounting procedures, and general administrative tasks. Knowledge of OnQ preferred Previous Hilton Experience preferred Ability to pass certification tests required to meet brand standards

We're one of the largest hospitality companies in the world. See how our success can help drive yours! This is an amazing opportunity and we look forward to having you join our team!!!

Our Team Members do so much to deliver exceptional hospitality and we want to thank them by doing the same. One of the many great perks as a Team Member include planning that dream vacation. Visit a loved one. Celebrate a milestone. Indulge in Hilton's renowned hospitality with deep discounts at our hotels around the world. It's all possible with our Go Hilton Team Member and Family & Friends Travel Programs!

We offer unique benefits and unlimited growth potential including:

Complimentary + Discounted tickets to the Mayfield Dinner Theatre Complimentary Dry Cleaning 50% Discount in Stages Restaurant & Bar Hotel Gym Usage Team member cafeteria Manulife Insurance - Paid 100% by employer. Competitive salary Recognition and rewards programs Hilton University SilverBirch Incentive Plan

NOTE:

This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel's employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.

Job Type: Full-time

Additional pay:

Bonus pay
Benefits:

Company events Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance On-site gym On-site parking Paid time off RRSP match Store discount Tuition reimbursement Vision care Wellness program
Flexible language requirement:

French not required
Schedule:

8 hour shift Day shift Monday to Friday Weekends as needed
Application question(s):

Have you worked for a Hilton Branded hotel before - if so - which one(s)? What guest service systems (e.g., PMS, CRM) are you familiar with? Please identify which ones. How many employees have your supervised or managed in the past?
Experience:

Hotel Guest Service: 3 years (preferred)
Work Location: In person