Overnight Guest Service Manager

go2HR; Whistler; On-site; CAD 65,000 - 68,000; Full time

Job summary

An established industry player in hospitality seeks a dynamic Overnight Guest Service Manager to oversee operations and ensure exceptional guest experiences. The ideal candidate will possess strong communication skills, a warm demeanor, and a commitment to excellence. You will play a crucial role in maintaining high standards and empowering your team to deliver outstanding service. This position offers a unique opportunity to thrive in a supportive environment while contributing to the success of a renowned hotel brand. Join us in creating memorable experiences for our guests in the beautiful Whistler area.

Benefits

Supportive coworkers

Learning and development opportunities

Recognition programs

Discounted hotel stays

Complimentary staff meals

Safety orientations

Monthly safety committee meetings

Qualifications

• Strong organizational and planning skills required.
• Ability to develop and monitor hotel staff goals.

Responsibilities

• Oversee overnight operations of the Service Express Department.
• Provide feedback regarding service issues and guest desires.
• Assist in training and empowering Service Express associates.

Skills

Effective time management

Strong verbal communication

Strong written communication

Proficiency in computer systems

Ability to build relationships

Education

Diploma in Hotel/Restaurant Management

Tools

Galaxy UX

Lightspeed

GXP

MICROS

MS Office

Job description

Open to International applicants with valid Canadian Work permits: Yes

WESTIN
At Westin, everything we do is designed to help our guests be at their best. We value our supportive attitude, anticipatory service, and extensive knowledge to assist guests throughout their stay. We seek dynamic individuals eager to join our team of hospitality professionals. If you are positive, adaptable, intuitive, and genuinely interested in the well-being of others, we invite you to discover how you can thrive at Westin.

The Impact You’ll Make:

Our Quality Keepers understand that small details create a big impression on our customers. Their organization, attention to detail, and care reinforce our position as a leading hospitality company. The Overnight Guest Service Manager oversees the overnight operations of the Service Express Department, including the command center, front desk, bell services, and valet team. Ensure adherence to Westin and Marriott standards, policies, and procedures.

What we are looking for:

• A warm, people-oriented demeanor
• A team-first attitude
• A genuine desire to help and interact with others

Responsibilities & Qualifications

Position Requirements:

• Maintain regular contact with Service Express associates and monitor guest interactions
• Provide feedback to department head regarding service issues, guest desires, complaints, and comments
• Assist in training Service Express associates across all areas
• Empower and coach associates to deliver courteous, proficient, and timely service
• Keep updated on in-house groups, functions, arrivals, and VIP requests
• Conduct monthly departmental meetings
• Motivate team through departmental incentive programs
• Present innovative ideas to hotel management
• Utilize Marriott-approved Service Express technology fully
• Conduct Quarterly Dialogues with each direct report
• Collaborate with SX Manager and People & Culture on development planning
• Participate in cross-training with Housekeeping
• Ensure safety procedures are followed and promote safety awareness
• Report unsafe conditions or injuries promptly and take appropriate actions
• Perform other duties as assigned

Skills & Experience:

• Ability to build and maintain credibility and relationships with internal and external customers
• Effective time management skills
• Strong verbal and written communication skills, with a passion for connecting with others
• Proficiency in computer systems; experience with Galaxy UX, Lightspeed, GXP, and MICROS is an asset
• Ability to develop and monitor hotel and staff goals, strategies, policies, and training
• Diploma or certificate in Hotel/Restaurant Management or equivalent (asset)

General Requirements:

• Proficiency in MS Office (Word, Excel, PowerPoint)
• Knowledge of the Whistler area and local services
• Possession or ability to obtain First Aid Certification
• Strong organizational and planning skills
• Compliance with WRS Occupational Health and Safety Program and WorkSafeBC regulations
• Set a positive safety example

Salary: $65,000 - $67,500/year

Other Perks/Benefits

The Wellness you Deserve: Supportive coworkers, learning and development opportunities, recognition programs, staff accommodation (availability permitting), discounted Marriott hotel stays, and complimentary staff meals.

Health & Safety: Commitment to safety with daily stretches, safety orientations, and being COR certified. Monthly safety committee meetings ensure ongoing safety improvements.