Job Description

JOB OVERVIEW: Supporting the General Manager the Guest Service Manager is responsible for the Front Desk operations ensuring that both Night Auditors and Guest Service Agents are achieving customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. ESSENTIAL JOB FUNCTIONS: 1. Hire, Train and develop the Guest Services team. 2. Oversee, participate and communicate in Front Desk and Department Head Meetings. 3. Implement company policy, programs and procedures as well as manage the operations of the Front Desk, ensuring an optimal level of quality service and hospitality are provided to the hotel customers. 4. Assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. 5. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. 6. Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues, including setting goals and incentives for Front Desk staff. 7. Oversee key control, key cards, programming locks and computer passwords. 8. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. Manage hotel IT issues and call for technical support when necessary. 9. Manage and submit Front Desk payroll, labour tracking and attendance tracking. 10. Schedule team members based on forecasts, business demands, and holiday trends. 11. Perform any other job related duties as assigned. Job Type: Full-time Schedule:

• Day shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Windermere, ON P0B 1M0: reliably commute or plan to relocate before starting work (required)

Experience:

• Hospitality Customer Service: 5 years (required)

Shift availability:

• Day Shift (required)
• Night Shift (required)

Work Location: In person Expected start date: 2023-05-31