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.

EDUCATION:

A post secondary education in hotel management is an asset. Must have excellent verbal, written and computer system skills.

EXPERIENCE:

Must have a minimum of 2+ years of experience as a Front Desk Leader. Preference given for luxury resort and international experience.
Job Type: Full-time
Pay: $65,000.00-$70,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Vision care
• Wellness program

Schedule:

• Day shift

Work Location: In perso

· 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.