Guest Service Manager

Owen Sound; Niagara-on-the-Lake; On-site; CAD 42,000 - 66,000; Full time

Job summary

Lais Hotel Properties Limited seeks a Guest Service Manager for Queen's Landing to support daily front office operations and guest services with a focus on superior service delivery and team leadership.

The role involves supervising staff, training, up-selling opportunities, and coordinating with Reservations, Housekeeping, Engineering, and Sales to ensure a seamless guest experience at Vintage Hotels Niagara properties.

Qualifications

• Grade12 Education combined with college or university training in the hospitality industry preferred.
• Minimum of 5 years experience as a Guest Service Agent.
• Excellent communication skills both written and verbal.
• Previous up-selling and/or sales experience is considered an asset.

Responsibilities

• Provide personalized and exceptional guest service at every opportunity.
• Meet established up-selling and sales goals.
• Perform duties of a Guest Service Agent and assist Front Office Manager as needed.
• Coordinate front desk operations and liaise with housekeeping, conferences, and sales departments.

Skills

Communication skills

Upselling experience

Education

Grade 12 plus hospitality college/university training

Job description

VintageHotels&Niagara’sFinestHotelsiscurrentlyseekingaGuestServiceManagertojoinourgrowingteam!Thisisagreatopportunitythatcanprovideflexibility,valuableworkexperience,andachancetoworkwithatenuredteam.

JobTitle:GuestServiceManager

Property:Queen'sLanding

***Pleasenote:Byapplyingtothisposting,youareapplyingforopportunitiesthatmaybeavailableatanyVintageHotelsorNiagara'sFinestHotelsproperty.***

ThispostingisforanexistingvacancywithinLaisHotelPropertiesLimited.

PositionSummary:ToassisttheFrontOfficeManagerwiththedailyadministrativeandoperationalactivitiesrequiredforguestservicesincludingcheckin/outforasuperiorqualityhotelandconferencefacility.

DutiesandResponsibilities:

PrimaryResponsibilities:

• Providingpersonalizedandexceptionalguestserviceateverygivenopportunity
• Meetingestablishedup-sellingandsalesgoals
• PerformsalldutiesofaGuestServiceAgent
• Checkfrontdrivewayfortrashanddelegateorsweepasrequired.
• Checkfrontbrassdoorhandlesandluggagecarts.Delegate,asnecessary.
• Checkfrontdoorglass,forfingerprints,insideandout.Delegateasnecessary.
• Respondtovirtual,(Ivy),conciergetexts,asnecessary.
• Answeringtelephones.
• SupervisesandschedulesTeamMembersonadailybasis.
• Provideon-goingtrainingforallTeamMembers
• CoachallTeamMembers,(both“development”and“praise”)and“progressivecorrectiveaction”.
• Monitorstaffingneedsandlabourcosts,andadjustasnecessary.
• Processescashand/orcreditcardpayments
• Coordinatesroomavailabilitywithreservationsandotherdepartments,(Housekeeping&Engineering).
• Balanceroomsinventory.
• Monitoringroomupsells,(SUPs)andreportingtoAccounting.
• AssistswiththeresolutionsofGuestcomplaintsandappropriatefollow-upwiththeManagerand/orOperationsManagementasrequired
• Processesdailycashreportsandoccupancyreportsasrequired
• AssistsGuestswithquestions,orconcernsregardingthearea,thehoteland/oramenitiesifrequired.
• Answersandforwardstelephonecallstotheappropriatedepartmentand/orroom
• Workscloselyasaliaisonwithotherdepartmentssuchashousekeeping,conferencesand/orsalesdepartment,diningroomandotherdepartmentsasrequired
• AssiststheFrontOfficeManagerwithhumanresourcesfunctionsrelativetointerviewing,screening,andselectionofnewTeamMembers
• FillingDutyManagershiftswhenrequired
• HavingathoroughknowledgeofLaisHotelProperties’productsandservices
• SuggestingadditionalproductsandservicesmeetingourGuests’specificpreferences
• AssessingGuests’individualneedstomeetstandardsforadditionalproductsandservices
• ActivelyseekingwaystomeetGuests’productorserviceneeds
• Allotherdutiesasassigned

HealthandSafetyResponsibilities

• Asupervisorshallensurethataworker,

1. worksinthemannerandwiththeprotectivedevices,measuresandproceduresrequiredbytheOccupationalHealth&SafetyActandtheregulations;and
2. usesorwearstheequipment,protectivedevicesorclothingthattheworker’semployerrequirestobeusedorworn;
3. adviseaworkeroftheexistenceofanypotentialoractualdangertothehealthorsafetyoftheworkerofwhichthesupervisorisaware;
4. wheresoprescribed,provideaworkerwithwritteninstructionsastothemeasuresandprocedurestobetakenfortheprotectionoftheworker;and
5. takeeveryprecautionreasonableinthecircumstancesfortheprotectionofaworker

• Performdepartmentalworkplaceinspectionsasassigned
• Conductsafetytalksasassigned
• Conductincidentinvestigations
• Conductteammemberhealth&safetytrainingincludingStandardOperatingProcedures&PrimaryTrainingandperformingteammembersafetyobservance
• Alwaysensurethatworkplaceaccidents/injuriesarereportedimmediatelytoaManager/Supervisor.
• CooperatesintheReturn-to-WorkProgramofaTeamMember
• CorrectsubstandardactsorconditionsthroughHumanResourcesStandard&Procedure“C.15ProgressiveCorrectiveAction”
• Commendteammembersonsafeworkpracticesandperformance

ProfessionalRequirements:

• Grade12EducationcombinedwithCollegeorUniversitytraininginthehospitalityindustrypreferred
• Minimumof5yearsexperienceasaGuestServiceAgent
• Excellentcommunicationskillsbothwrittenandverbal
• Previousup-sellingand/orsalesexperienceisconsideredanasset

PersonalAttributes:

• Outgoingandfriendlywithapleasantprofessionalattitude
• Mustbeself-motivatedandateamplayer
• Goodlisteningskillsareessentialincombinationwithaboveaveragepatience
• Mustbeawellorganizedwiththeabilitytoprioritizeworkloadandplanningactivitieswithinthedepartment
• Diplomaticandtactfuldemeanorwheninteractingwithdifficultguests
• Confidenceissellingandup-sellingproductsandservices
• Positivesales-orientedpersonality
• Desiretomeetgoals
• Ethicalandhonest

Physicalrequirements:

• Abilitytotoleratestandingforextendedperiodsoftime
• Dealingwithseasonaltemperaturedemands
• Liftingtoassistwithluggageonanoccasionalbasis

Questions,quotingthejobtitleandlocation,maybedirectedto [e-mail]

LaisHotelPropertiesLimitediscommittedtofosteringadiverse,inclusive,andaccessibleworkplacewhereallindividualsarevaluedandrespected.Wewelcomeandencourageapplicationsfrompeoplewithdisabilities,Indigenouspeoples,racializedindividuals,women,2SLGBTQIA+persons,andotherswhomaycontributetothefurtherdiversificationofourteam.

Accommodationsareavailableonrequestforcandidatestakingpartinallaspectsoftherecruitmentandselectionprocess.Ifyourequireaccommodation,pleaseletusknowandwewillworkwithyoutomeetyourneeds.

Weareanequalopportunityemployeranddonotdiscriminateonthebasisofrace,ancestry,placeoforigin,colour,ethnicorigin,citizenship,creed,sex,sexualorientation,genderidentity,genderexpression,age,maritalstatus,familystatus,ordisability.