Job Description

POSITION:

Guest Service Manager

STATUS/LENGTH:

Permanent Full-Time

REPORTS TO:

General Manager

HOURS OF WORK:

Minimum 40.00 per week

SALARY:

Start from $52,000 annual salary (based on previous experience) + bonuses

SUMMARY OF DUTIES:

Reporting to the General Manager, the Guest Services Manager oversees all front-of-house operations, including managing staff, ensuring high guest satisfaction, and optimizing revenue. Key responsibilities include handling guest check-ins and check-outs, managing reservations, training and supervising front desk staff, scheduling, and coordinating with other hotel departments to ensure a smooth and positive guest experience.

Key responsibilities

Guest service:

Manage all aspects of guest transactions and provide high-level customer service, including handling inquiries, complaints, and requests efficiently.

Staff management:

Supervise, train, and schedule front desk agents, night auditors, and bell staff to ensure they provide excellent service and follow hotel procedures.

Revenue management:

Drive revenue through sales, upselling, and managing room reservations and rates to optimize occupancy and profitability.

Operations management:

Ensure all front office operations run smoothly, from check-in to check-out. This includes maintaining the cleanliness of the front desk area and ensuring accurate financial transactions and record-keeping.

Interdepartmental coordination:

Act as a liaison between the front desk and other departments, such as housekeeping and food and beverage, to ensure guest needs are met effectively.

Reporting and analysis:

Prepare daily reports, analyze data, and implement improvements to enhance efficiency and guest satisfaction.

Problem-solving:

Handle and resolve guest complaints and operational issues, often while acting as a highly visible manager on the floor during peak times.

Qualifications and skills

Leadership and communication:

Excellent communication, leadership, and interpersonal skills are crucial for managing staff and interacting with a diverse range of guests.

Operational knowledge:

A strong understanding of front office systems, procedures, and administrative tasks, including cash handling and billing, is required.

Flexibility:

The ability to work various shifts, including mornings, evenings, nights, weekends, and holidays, is often necessary.

Experience:

Previous management experience, Hotel Opening Experience, preferably in a hotel, hospitality, or tourism environment.

Physical ability:

May involve being on your feet for long periods, as well as the ability to lift and carry up to 20 pounds.

Systems:

Strong previous knowledge of Marriott Systems an asset.

Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)

Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained

Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts

Familiarity and working knowledge of local area, the City of Victoria and Town of Sidney and the surrounding area is an asset

Flexible - able to work weekends, evenings, and some holidays

Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset

Terms

Applicants must have a valid driver's license and/or dependable transportation to report to work

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list and will be provided upon hiring and/or assigned by the associate during employment.

TownePlace Suites by Marriott Victoria Airport Sidney is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Job Types: Full-time, Permanent

Pay: From $52,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking
Work Location: In person