Job Description

Temporary Guest Services Manager with Potential of Being Hired Full Time

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Where timeless classics are woven with modern details. Where business meets pleasure. Where even when you are global, you can experience the local. Designed for the independent traveler seeking balance, there is Four Points by Sheraton.

Job Summary

Demonstrates what it means to be a 'Guest Services Champion' for the role modelling welcoming hospitality and exemplifying excellence in service for the Guest Services team Taking the initiative to conduct a pre-arrival process to contact all future guests to add personalized experiences for guests with guests' pre-arrival and in-house to ascertain preferences and provide insightful recommendations Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible Resolves customer complaints; assists customers in all inquiries concerning hotel services, hours of operations, in-house events, directions, etc. Provide collateral and information on restaurants, attractions, activities, and maps Responds to all guest requests in an accurate and timely manner. Interactions with guests will be in person, by phone, through chat via online platforms, and by email. Provides essential troubleshooting support for in-room services such as internet, TV movies, and Web service Work in complete unison with Front Office and Reservations teams to deliver a "Best in Class" arrival/departure experiences and unique service experiences for all guests during their stay Always maintains a sense of lobby presence and guest assistance, supporting the Front Office and acting as a Lobby Ambassador Answer the telephone with a pleasant manner and approved verbiage, directing calls appropriately Throughout the shift conduct routine inspections of the public areas to ensure appearance of such areas reflects highly on the hotel, brand, and company Monitors cost control efforts and interprets financial statements; making recommendations for budget and forecast Ensure procedures are followed for security of cash, credit, financial transactions, and guest security Develops departmental policies and procedures and implementation Develops and maintains a safety culture within the guest services department, ensuring active departmental participation, adherence, and awareness to hotel and WorkSafe BC standards Serves as "manager on duty"

Qualifications

Proven experience as a Concierge or Front Desk with a minimum of 2 years of service in a leadership role Experience in a hotel setting or related industry is required Post-secondary education in hospitality or related discipline Strong in quickly building relationships with others, a genuine connector Energetic with a confident, positive attitude, driven to deliver elevated guest experiences Professional and well organized with excellent communication skills in English, multi-lingual is a strong asset Ability to deliver results and promote innovation in a fast-paced, multi-tasked environment Highly responsible self-starter and reliable team player, with the ability to remain calm Aptitudes in resolving issues and ability to think on your feet Must have the ability to supervise, mentor, train, and motivate a team Proficiency with various software systems, including Microsoft Office A working knowledge of LightSpeed PMS would be a substantial benefit A level of financial acumen and ability to budget, forecast, and interpret financial statements
Note: As part of the Front Office operation, Guest Services runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (morning, weekends, evenings) is required.

Great company wages and benefits

You'll be supported in and out of the workplace through:

Discounts on hotel rooms and food and beverage Extended Health benefit Learning and development opportunities Recognition programs Encouraging management Team-spirited colleagues
Marriott International 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 Type: Fixed term contract
Contract length: 4.5 months

Pay: $24.00-$28.00 per hour

Benefits:

Discounted or free food On-site gym On-site parking
Schedule:

8 hour shift
Ability to commute/relocate:

Victoria, BC: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you live in Victoria, BC?
Experience:

Concierge or Front Desk: 2 years (preferred)
Work Location: In person

Expected start date: 2025-08-15