Job Description

Hilton Garden Inn & Homewood Suites - Calgary Downtown THE OPPORTUNITYGuest Services Team Lead, Full-TimeReporting to Guest Services ManagerTHE COMPANY: Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels. Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.With 77 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest's portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada's largest independently-owned and operated hotel portfolio.THE HOTEL:Dual branded in the East Village of Calgary's Downtown, our 198 room Hilton Garden Inn and 122 suite Homewood Suites, with 4,000 sq. ft. of naturally lit meeting space, restaurant, lounge, and indoor pool are adjacent to Calgary's award winning Central Public Library, and one block Studio Bell. Conveniently located just one block from City Hall train station.THE ROLE: Guest Services Team Leads contribute to the overall success of our hotels by providing leadership and support to all members of the Front Office, ensuring our guests needs are met in a prompt and professional manner and that all guest and financial transactions are completed accurately.THE BENEFITS:As a full-time role, this role is eligible for employer-paid extended health care after 6 months, free staff meals, discounted room rates through the Go Hilton travel program, and participation in the employee referral program.KEY ACTIVITIES: The duties and responsibilities of the Guest Services Team Lead include, but are not limited to, the following: Consistently provides exceptional customer service by exceeding guest expectations, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times. Addresses any guest concerns and follows up to ensure resolution.. Directs the activities of the Front Office and Night Audit and ensures adherence to Brand & Company standards, policies and procedures. Trains, supervises, and develops Front Desk Team members. Assists in maintenance of extranets, PMS, and other Guest Services systems. Monitors guest feedback and investigates complaints. Suggests and implements corrective actions. Provides feedback to team members. Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service. Acts of Manager on Duty in manager's absence.COMPETENCIES WE ARE SEEKING: 3+ years of front office or hotel and customer service experience is required. Previous leadership experience is an asset Natural leadership (mentorship, team-building) and guest service focus Strong communication, organizing, and multi-tasking skills Flexibility to keep a work schedule that meets the fluctuating business levels of a hotel (days, evenings, weekends, and holidays). Occasional overnight coverage may be required (in instances of overnight staff vacations or turnover). Completion of High School, GED or equivalent required. Diploma or degree from a recognized hospitality program an asset ProServe and equivalent of Alberta Class 5 driver's license or higher required Job requires standing for long periods of time, ability to assist with luggage weighing up to 50 pounds, and continual typing / computer usageInnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.Job Types: Full-time, PermanentSalary: From $21.11 per hourBenefits:

• Discounted or free food
• Extended health care
• Paid time off
• Store discount
• Vision care

• Day shift
• Evening shift
• Holidays
• Weekend availability

• Front desk: 3 years (preferred)

• ProServe (preferred)