guest services manager
Posted on
June 17, 2024
by
Employer details
Blackstone Mountain Lodge
Job details
The Guest Services Manager is responsible for managing all aspects of the Guest Services Department. A GSM is an ambassador for the brand, providing leadership, direction, and guidance to the entire team, ensuring the delivery of the highest level of service while managing costs.
*Job Duties and Responsibilities:*
Ensures efficient and effective performance of the Guest Services Department including training, performance, managing the budget, forecast and strategic operation.
Prepares cost reports and analyzes data for presentation to the management team.
Oversees all staff in the guest services department including night audit, and group reservations, providing coverage, as necessary.
Manage expenses for department and ensure float in and out is balanced daily.
Ensures department has proper supplies to run smoothly and efficiently.
Conducts monthly meetings with team to ensure proper communication.
Manages City Ledger and customer aging. No accounts past 90 days.
Prepare 3rd party contracts for GM review and authorization.
Support and manage the signature training program for the department including reviewing calls, coaching team members, and performance managing when necessary.
Remains calm and alert during emergencies, heavy workloads, and other complications.
Fields guests? complaints and inquiries while developing and negotiating the most effective solutions.
Verifies and confirms all incoming OTA and third-party reservations for accuracy, rate, payment structures and deposits as required.
Assist with monitoring staff accommodation including monthly inspections and assuring assignment sheet is updated for all Guest Services team members.
Working knowledge of Travel Click, Room Master and AM/PM
Provide property site tours to potential guests with accurate knowledge of property details and services.
Preparing and processing bi-weekly Bank deposits
Complete mid-Month and Month end account coding.
Respond to all online Guest reviews in a timely manner (OTS?s, Google and Trip Advisor) Assuring GM is aware of any guest challenges brought forward.
Other duties as assigned.
*Prerequisites:*
The ideal candidate is a seasoned guest services professional with outstanding, management skills and extensive hands-on experience. Available to work when needed, including weekends, holidays, and nights.
*Education:*
A post secondary education in hotel management is an asset.
*Experience:*
Must have a minimum of 2+ years of experience as a Front Desk Leader. Preference given for luxury resort and international experience.
Clique Hotels & Resorts 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 Types: Full-time, Permanent
Pay: $65,000.00-$75,000.00 per year
Benefits:
* Company events
* Dental care
* Disability insurance
* Discounted or free food
* Employee assistance program
* Extended health care
* Flexible schedule
* Life insurance
* On-site parking
* Vision care
* Wellness program
Flexible Language Requirement:
* French not required
Schedule:
* Day shift
* Every Weekend
Supplemental pay types:
* Bonus pay
Experience:
* Hotel Front Desk Leadership: 2 years (required)
Work Location: In person
Application deadline: 2024-06-28
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LocationCanmore, AB
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Salary$65,000 to $75,000YEAR annually
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Terms of employment
Permanent employmentFull time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
indeed.com
#9326634032
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