Guest Services Manager

at  Silver Hotel Group

Hotel Victoria is currently hiring a Guest Services Manager to join our dynamic team! The Guest Services Manager will be responsible for all aspects of the daily operations of the front office in a hotel environment. The role includes working with the hotel team to develop strategies and coordinate programs to optimize guest and employee satisfaction, product quality, and revenue opportunities, and ensure the property’s ongoing competitiveness in the market.
The right candidate will be a dynamic leader, focused on service. We are seeking someone who can bring a new perspective to our offering. You have charisma and a “can do” attitude that engages people to want to do business with us. You have attention to detail and are self-motivated. You’re open to new thoughts and ideas and enjoy working with people.

ABOUT US

Historic Hotel Victoria! This iconic building pays tribute to Queen Victoria and offers an intimate boutique style hotel located in the heart of downtown Toronto. The hotel is within walking distance of corporate and government offices, shopping, dining and major downtown attractions. The hotel is easily accessible with its ideal location on Yonge Street, just steps away from the Subway and Ground Transit Systems. The historically modern guestrooms feature new beds with pillow top mattresses, hardwood floors, LCD TVs, and custom designed, modern furniture. The lobby features a mix of classic and contemporary furnishings.

Reporting to the General Manager, the Guest Services Manager will:

• Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and employees;
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival;
• Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction;
• Maximize total hotel revenues including but not limited to occupancy and increase RevPar on a daily basis;
• Maintain all policies and internal controls related to the front office operations to ensure the security of monies, credit and financial transactions, and guest security;
• Assist with recruitment, training, supervision, and discipline of Front Desk/Guest Services team members;
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Promote teamwork and quality service through daily communication and coordination with other departments;
• Schedule the staff within budgeted guidelines and provide the best coverage for service demands;
• Organize and maintain front office records and equipment in accordance with hotel policy and control the inventory of front office supplies/forms;
• Assist in the preparation of the annual business plans, budgets, and marketing plans;
• Prepare, monitor and maintain front office reports as required;
• Perform other duties as assigned.