Guest Service Manager

Sandman Hotel Group; Kelowna; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in hospitality is seeking a dynamic Guest Service Manager to lead a dedicated team. This role emphasizes exceptional customer service and operational excellence, ensuring guests have memorable experiences. With a focus on team development and adherence to company standards, you will play a crucial role in maximizing occupancy and revenue. Enjoy a competitive compensation package and numerous perks, including discounts and career advancement opportunities. If you are passionate about hospitality and committed to excellence, this position offers a fantastic opportunity for growth and fulfillment in your career.

Benefits

Rewards & Recognition

Team rates from $59 per night

25% discount at restaurants

Discounted Passes/Lift tickets

Ongoing Employee events

Growth Opportunities

Dedicated Training Program

Employee Assistance Program

Group Life Insurance

Complimentary Stays

Qualifications

• Experience in hotel management, particularly in the Rooms Division.
• Strong communication and organizational skills are essential.

Responsibilities

• Manage front office operations and ensure guest satisfaction.
• Handle administrative duties and respond to inquiries.

Skills

Customer Service

Supervisory Skills

Communication Skills

Organizational Skills

Time Management

Education

Previous Hotel Experience

Tools

Microsoft Office Suite

Opera

Job description

Job Description

Posted Tuesday, April 15, 2025 at 3:00 AM

Proud to be 100% Canadian-owned, Northland Properties is 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 within the Rooms Division.
• The ability to respond properly and take a supervisory role in any hotel emergency or safety situation.
• Manage all administrative duties as specified by the Company.
• Opera Experience is preferred.
• Available to work AM/PM and Night Audit.

DUTIES:

• Responsible for checking guests in and out of the Hotel.
• 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 supervisory 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.

PERKS:

• Rewards & Recognition
• Team rates from $59 per night, Family & Friends rates too!
• 25% discount at our restaurants for up to 6 people
• Discounted Passes/Lift tickets at Grouse Mountain and Revelstoke Mountain Resort
• Ongoing Employee events, incentives & recognition
• Growth Opportunities - Career Advancement starts from Within
• Dedicated Training Program
• Employee Assistance Program (EAP) - Free mental Health Support, Legal & Financial Counselling
• Refer a friend or family and earn money!
• Group Life Insurance, Extended Health, Dental, Vision Care!
• Complimentary Stays
• RRSP Matching
• Milestone Rewards
• Tuition Credit Program