Guest Service Manager

Silver Hotel Group; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading hotel group is seeking a Guest Services Manager to oversee front office operations. This dynamic role includes enhancing guest satisfaction, maximizing revenue, and fostering a motivated team environment. Candidates should possess strong leadership and communication skills, with a focus on operational excellence and guest service.

Benefits

Education Reimbursement

RRSP Matching Program

Annual Wellness Credit

Team Member Referral Program

Leadership Development

Team Building Events

Culture of Recognition Program

Hotel Stay Discounts

Qualifications

• Available for varied shifts including nights and weekends.
• Revenue management experience is a plus.

Responsibilities

• Ensure exceptional experiences for guests and employees.
• Maximize total hotel revenues including occupancy and RevPar.
• Assist with recruiting, training, and supervising team members.

Skills

Strong computer skills

Organization

Time management

Effective communication

Leadership

Tools

Microsoft Office

Hotel Property Management Systems

Job description

Guest Services Manager

We are currently hiring a Guest Services Manager to join our dynamic team. The Guest Services Manager will be responsible for all aspects of the daily operations of the front office in a hotel environment. The role includes working with the hotel team to develop strategies and coordinate programs to optimize guest and employee satisfaction, product quality, and revenue opportunities, and ensure the property’s ongoing competitiveness in the market.

The right candidate will be a dynamic leader, focused on service. We are seeking someone who can bring a new perspective to our offering. You have charisma and a "can do" attitude that engages people to want to do business with us. You have attention to detail and are self-motivated. You're open to new thoughts and ideas and enjoy working with people.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world.
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the General Manager, the Guest Services Manager will:

1. Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and employees;
2. Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival;
3. Respond appropriately to guest complaints. Implement appropriate service recovery gestures to ensure total guest satisfaction;
4. Maximize total hotel revenues including occupancy and RevPar;
5. Maintain all policies and internal controls related to front office operations to ensure security of monies, credit, and guest safety;
6. Assist with recruitment, training, supervision, and discipline of Front Desk/Guest Services team members;
7. Ensure staff is trained on systems, security, cash handling procedures, and service standards, and has the necessary tools and equipment;
8. Promote teamwork and quality service through daily communication with other departments;
9. Schedule staff within budgeted guidelines to meet service demands;
10. Organize and maintain front office records and equipment according to hotel policy;
11. Assist in preparing annual business, marketing plans, and budgets;
12. Prepare and monitor front office reports;
13. Perform other duties as assigned.

What We Are Looking For...

• Strong computer skills, including Microsoft Office and Hotel Property Management Systems;
• Organized, results-oriented with good time management skills;
• Effective verbal and written communication skills;
• Revenue Management experience is a plus;
• Strong leadership skills, capable of developing others and maintaining composure under pressure;
• Availability for days, nights, weekends, holidays, and occasional Manager-On-Duty shifts.

About Radisson Blu Downtown Toronto

https://www.silverhotelgroup.com/hotel/radisson-blu-toronto-downtown/

The Radisson Blu Toronto Downtown offers stunning views of Lake Ontario and the CN Tower, with 157 guest rooms designed for relaxation. Amenities include Lakeview Pool Lounge, perfect for enjoying cocktails and snacks with a view.

About Us

https://www.silverhotelgroup.com/

Silver Hotel Group is a family-owned Canadian hotel investment, development, and management company with a diverse portfolio. We foster a culture of passion, creativity, and fun, guided by our core values: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. We believe every team member matters and strive to create an inclusive, respectful environment. Accommodations are available upon request for applicants with disabilities during the recruitment process.