Guest Service Manager

Omni Hotels & Resorts; Toronto; On-site; CAD 59,000 - 64,000; Full time

Job summary

Omni Hotels & Resorts in Toronto is seeking a Front Office Manager with Guest Service Manager experience to oversee Front Desk, Bell Services, Concierge and related operations.

You will lead daily operations, ensure exceptional guest service and collaborate with sales to optimize occupancy and revenue.

A college degree in hospitality and 2-3 years of hotel operations experience are required, with flexibility for day/evening/overnight shifts.

Qualifications

• College degree or equivalent, preferably in a hospitality management program.
• 2-3 years of experience in hotel operations with a strong interest in other departments.
• Previous experience as Guest Service Manager.
• Strong verbal and written communication skills with ability to communicate effectively by telephone, email, radio and reporting.

Responsibilities

• Planning, goal setting and day-to-day operations of the Front Office Department (Front Desk, Ideal Service Agents, Bell Services, Door, Concierge).
• Implement company programs and manage Front Desk operations to ensure compliance with LSOPs/SOPs and quality service.
• Ensure guests are treated with courtesy and served expeditiously.
• Maintain liaison with management, reservations desk and housekeeping to guarantee quality services.
• Be alert to problems and fix them on the spot.
• Develop plans to deliver special services to targeted markets.

Skills

Guest service

Communication

Cash handling

Leadership

Problem solving

Education

College degree in hospitality management

Tools

Opera

BirchStreet

Synergy

Job description

Summary:

This position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This is a customer service position which requires a multitude of tasks while consistently providing exceptional customer service to our guests and clients in-house.

The salary range for this position is $59,000–$64,000 annually. Compensation within the range is based on job-related skills, knowledge, and relevant experience.

This posting represents an existing vacancy.

Responsibilities

• Planning, goal setting and day-to-day operations of the Front Office Department. The major areas of responsibility include: Front Desk, Ideal Service Agents, Bell Services, Door, Concierge.
• Implement company programs and manage the operations of the Front Desk Office (Front Desk, ISAs, Bell Services, Door, Concierge) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targeted markets.
• Complete AM/PM overnight manager’s checklist and any other task and responsibilities.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues and upselling goals.
• Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
• Develop, recommend and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.

Requirements

• College degree or equivalent, preferably in a hospitality management program.
• 2-3 years of experience in hotel operations with a strong interest in other departments.
• Previous experience as Guest Service Manager.
• Strong verbal and written communication skills with ability to communicate effectively by telephone, email, radio and reporting.
• Strong computer skills with advanced knowledge of Microsoft Office and Outlook; Knowledge of Opera, Birchstreet, and/or Synergy preferred.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to handle cash and credit transactions.
• Ability to enforce all company policies and SOPs.
• Ability to maintain 4-Diamond level cleanliness standards.
• Ability to work with management on special projects.
• Previous experience in health & safety.
• First Aid/CPR certification is preferred.
• Smart Serve certification is preferred.
• Must be able to remain calm and professional during stressful situations.
• Must be able to work a flexible schedule including day, evening, overnight shifts, weekends and holidays.
• Must be legally eligible to work in Canada.