Guest Services Manager Indeed

In by Saamis Employment

Westmont Hospitality Group
May 13, 2024
Medicine Hat, Canada
Job Type
  • Medicine Hat


The incumbent is responsible for Managing and participating in the day to day operation of Guest Services & Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

Major Duties and Responsibilities
  • Develop, prepare, execute & achieve financial goals.
  • Supervises all aspects of the Front Office/Guest Services (Night Audit and Reservations). Assist in the operation of all departments.
  • Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
  • Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
  • Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
  • Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
  • Ensures application of credit policies, controls and handling of financial transactions.
  • Recommends, develops and implements staff incentives designed to increase revenues.
  • Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
  • Schedules and assist in training Managers on Duty, to represent Management during irregular business hours.
  • Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
  • Implement & maintain all company policies & procedures.
  • Supervises the reservation functions including Yield Management System to ensure maximum RevPar.
  • Assists hotel management as directed with development of special reports and/or special projects.
  • Develops and prepares jointly with the General Manager, the room revenue budget.
  • Administers and maintains all uniforms and inventories, including printed materials.
  • Manager on Duty shifts are required on weekends. Oversee day-to-day operations.
  • Must be available days, evenings, weekend and holidays.
  • Duties associated with Guest Services Manager position including but not limited to the above.

Minimum Qualifications and Skills
  • Minimum 2-3 years of management experience in a guest service environment requires.
  • Hotel or post-secondary degree/diploma an asset.
  • Ability to set procedures relating to groups according to company policy and Yield Management targets.
  • Excellent organizational, written and oral communication.
  • Ability to deal with all levels of management and staff in a professional manner.
  • Assist the General Manager in producing hotel forecast by accurate projection of room related revenue and expenses.
  • Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
  • Must be a self-starter, able to work under pressure with the ability to meet deadlines.
  • Accuracy and attention to detail skills. Proven leadership qualities.
  • Proficient/familiarity with Opera would be an asset.

Mental Effort
  • Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
  • Mental effort required in multi-tasking and handling interruptions that require refocusing.
  • Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk

Physical Effort
  • Standing at a computer for long periods of time.
  • Frequently walking.
  • Performs computer work daily.

Working Conditions
  • Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
  • Frequently handling of queries and calls from guests, potential guests, and other departments.
  • Must be available days, evenings, weekend and holidays as required by scheduling demands.
  • May be required to travel.

Type of Supervision Required
Reports to the General Manager. Works under general instructions to prioritize and complete assigned tasks.
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