GUEST SERVICES MANAGER

Posted May 13, 2022

The Guest Services Agent represents the hotel to our guests throughout all aspects of their stay at the Lord Nelson Hotel & Suites and provides the highest level of satisfaction by providing superior customer service. The Guest Services Agent assists the guest with the check-in/check-out process and whenever possible goes above and beyond to accommodate any special requests.

 

Responsibilities: 

  • Manage the daily operations of the Front Desk, ensuring consistency and excellence in all operations
  • Provide hands on supervision to Guest Service Agents and Supervisors as they carry out their daily tasks
  • Implement clear guidelines on Front Office procedures and policies and ensure these policies are followed consistently
  • Resolve guest issues and complaints as they arise, communicating areas of concern to the General Manager and related department heads
  • Cover desk shifts and staff breaks as required, particularly during high volume times
  • Maintain open communication with other department heads, principally Housekeeping Managers and Supervisors
  • Ensure the hotel achieves maximum occupancy, while maximizing revenue through upsell programs and recommendations
  • With assistance of the Assistant Guest Services Manager, complete tasks such as issuing bi-weekly schedule, ensuring the desk is adequately staffed according to expected business levels, and completing payroll processes in an accurate and timely manner
  • Ensure that special reservations such as group and package guests are properly set up and prepared for in advance of guest arrival
  • Build and develop a strong Front Desk team through ongoing training and performance management
  • Train new staff members in hotel Property management System, payment processing, and hotel procedures and policies
  • Address performance issues promptly and consistently to ensure mistakes a learned from and minimized while standards are met
  • Implement and review procedures for emergency situations (fire, floods, etc.) in order to ensure the safety of staff and hotel guests
  • Carry out administrative duties as required to maintain smooth operation of Front Office department
  • Maintain all guest accounts, ensuring that billing information is accurate at time of check out
  • Thoroughly understand and adhere to proper credit card policies and procedures
  • Familiar with all room types, locations, and room rates available to guests as well as all hotel services
  • Understand how to use all front office equipment
  • Work closely with the Maintenance department in communicating guest room deficiencies as indicated by hotel guests
  • Assist guests with concierge duties such as making dining reservations, recommending attractions and local restaurants, booking transportation to and from the airport, etc.
  • Maintain the highest level of customer service and display professionalism at all times
  • Display appropriate two-way radio etiquette at all times
  • Ability to maintain confidentiality of hotel guests and pertinent hotel information
  • Must have comprehensive understanding of hotel emergency procedures
  • Other tasks as assigned.

 

Qualifications: 

  • Professional attitude and the ability to follow instruction required
  • Ability to work under pressure and under tight deadlines
  • Experience leading, directing, and developing a team of employees
  • At least two (2) years’ experience working in a front office position
  • Two (2) years’ experience working in a hotel front office supervisory position preferred
  • Excellent interpersonal and communication skills, both written and verbal. Must speak, understand, and write fluently in English. Bilingualism is an asset
  • Operational knowledge of Microsoft Office Software (Excel, Word, Teams, Outlook)
  • Knowledge of Hotel PMS an asset
  • Tourism Management degree from an accredited facility preferred

 

Job Type: Full-time, Permanent

Benefits:

  • Dental care
  • Extended health care
  • On-site parking
  • RRSP match
  • Wellness Program
  • Employee and Family Assistance Program

Schedule:

  • 8-hour shift
  • Some Holiday and weekend availability

APPLY TODAY: To apply for this position, please send along your résumé to the attention of Cariane Parisien, Human Resources Administrator at LNHHR@lordnelsonhotel.com with the position title noted in the subject line.