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guest services manager
Posted on November 01, 2024 by Employer details Blackcomb Springs Suites
Job details
*Guest Services Manager* The Guest Services Manager oversees all aspects of the Guest Services Department and Front Desk, serving as a brand ambassador who leads, guides, and supports the team in delivering exceptional guest service. Proven experience in this role is essential for success. Key Responsibilities: - Manage all facets of the Guest Services Department, including training, performance, budgeting, and strategic operations. - Ensure smooth and efficient operations by maintaining supplies, balancing daily floats, and overseeing nightly audits and group reservations. - Track and account for owner stays, oversee billing, and provide owner services. - Prepare cost reports and analyze data for the management team. - Maintain City Ledger and ensure no accounts exceed 60 days aging. - Prepare third-party contracts for GM review. - Support service training programs with call reviews, team coaching, and performance management as needed. - Promptly address guest and owners inquiries, complaints and incidents, resolving issues with a guest-first approach. - Verify all OTA and third-party reservations for accuracy in rates, payments, and deposits. - Oversee staff accommodations with regular inspections and assignment updates. - Conduct property site tours and ensure accurate knowledge of property details for potential guests. - Prepare bi-weekly bank deposits and handle mid-month and month-end account coding. - Respond promptly to online guest reviews (OTA, Google, TripAdvisor) and inform GM of any notable challenges. - Maintain a calm demeanor during emergencies and high-stress situations. - Additional duties as assigned. Qualifications: - Minimum 2+ years as a Front Desk Leader; luxury resort or international experience preferred. - Experience serving and managing owners in an HOA or Strata environment. - Strong verbal, written, and computer skills. - Experience in channel manager, PMS, and revenue management. - Post-secondary education in hotel management is an asset. - Availability to work weekends, holidays and nights. If you are a guest-focused leader with proven management experience, we invite you to apply and be part of our dynamic and fun team. Only candidates legally entitled to work in Canada will be considered for this position. Job Type: Full-time Pay: $65,000.00-$70,000.00 per year Additional pay: * Bonus pay Benefits: * Commuter benefits * Company events * Dental care * Disability insurance * Employee assistance program * Extended health care * Life insurance * On-site parking * Vision care * Wellness program Flexible language requirement: * French not required Schedule: * Day shift * Weekends as needed Experience: * hotel front desk: 2 years (required) * front desk leadership: 1 year (required) Work Location: In person- LocationWhistler, BC
- Workplace information On site
- Salary$65,000 to $70,000YEAR annually
- Terms of employment Full time
- Starts as soon as possible
- vacancies 1 vacancy
- Source indeed.com #9511520656
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