Guest Service Manager

Northland Properties; Kelowna; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Rewards, Recognition

Hotel discounts

Employee assistance program

RRSP matching

Extended health, dental, vision & life

Job summary

Northland Properties is seeking a dynamic Guest Service Manager to join our busy hotel team in Canada. The role focuses on leading the front desk, reservations and guest activities, ensuring exceptional customer service and adherence to Sandman Hotel Group standards.

You will supervise staff, manage guest relations, and collaborate with departments to optimize occupancy and revenue while maintaining high operational standards.

Qualifications

• Experience in hotel operations, specifically Rooms Division, with supervisory responsibilities.
• Strong communication and organizational abilities.
• Proven track record in delivering excellent guest service.

Responsibilities

• Direct front desk, Reservations, and guest activities to ensure Sandman standards.
• Forecasts and collaborates with Reservations, Front Office and Sales to maximize occupancy and revenue.
• Build relationships with guests, groups, and clients to provide personalized service.
• Lead staff development and morale initiatives within the Rooms Division.
• Respond to emergencies and safety situations with appropriate supervisory actions.
• Manage all administrative duties as assigned by the company.

Skills

Rooms Division

Supervisory Skills

Tools

Microsoft Office

Job description

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

We are seeking a dynamic Guest Service Manager to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics and are extremely results driven. Join our team and enjoy the many benefits of working for Canada's fastest-growing, privately-owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. If you are looking for a future career in hospitality, then the Sandman Hotel Group is for you.

JOB REQUIREMENTS

• The ability to direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Sandman Hotel Group standards, policies and procedures in conjunction with the Front Office Manager.
• Must ensure that all personnel are kept well informed of department objectives and policies. The ability to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
• The ability to develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• The ability to support Sandman Hotel Group philosophy towards employee development, morale and institute programs to ensure the effectiveness and promotion of the philosophy in within the Rooms Division.
• The ability to respond properly and take a supervisory role in any hotel emergency or safety situation.
• Manage all administrational duties as specified by the Company

DUTIES

• Responsible for checking guests in and out of the Hotel.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Computes bills, collects payment and makes change for guests.
• Runs various reports on the computer for management.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Complete welcome calls.
• Clean and tidy front desk area.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front‑line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.

APPLICABLE SKILLS

• Have previous hotel experience, specifically in the Rooms Division Department. Demonstrate supervisor skills; good judgment and common sense.
• Computer literate with knowledge of a variety of computer software applications, including the Microsoft Office Suite.
• Superior written and oral communication skills.
• Excellent organizational and time management skills, with the ability to set priorities for self and others.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• Discounts at Grouse Mountain & Revelstoke Mountain Resort
• Career Development, Training & Internal Promotion Opportunities
• Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
• Employee Referral Bonus Program
• RRSP Matching Program
• Extended Health, Dental, Vision & Life Insurance
• Complimentary Hotel Stays
• Tuition Credit Program
• Supportive, Inclusive Workplace Culture

Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Sandman Hotel Group takes seriously its obligations under the Human Rights Code.

NPC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Accommodations are available at any stage of the recruitment process upon request. If you need support, please email [e-mail]. NPC takes seriously its obligations under the Human Rights Code.