Guest Services Manager

The Unbound Collection by Hyatt; Osoyoos; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join a dynamic and diverse team at a unique resort located in the heart of wine country. As a Guest Services Manager, you will play a crucial role in delivering exceptional guest experiences while leading a team dedicated to service excellence. This position offers a vibrant work environment surrounded by stunning landscapes and a rich cultural heritage. With opportunities for professional growth and a focus on team morale, you will thrive in this role. If you are passionate about hospitality and possess strong leadership skills, this is the perfect opportunity for you to shine.

Benefits

Company events

Subsidized Staff Housing

Discounts on water sports, wine & golf

Discounted Staff Menu

Free Continental Breakfast

Free on-site parking

Employee rates at Hyatt Worldwide

Benefit Plan including Health, Dental, Life Insurance

Qualifications

• Experience in guest services and front desk operations is preferred.
• Demonstrated leadership skills and ability to work under pressure.

Responsibilities

• Provide support and coaching to Guest Service Agents.
• Oversee guest transactions and ensure exceptional service.
• Handle emergency situations and maintain safety standards.

Skills

Guest Service Skills

Leadership Skills

Problem Solving

Multi-tasking

Attention to Detail

Communication Skills

Flexibility

Education

High School Diploma

Hospitality Management Degree

Tools

Opera PMS

Job description

Spirit Ridge is recruiting for a Guest Services Manager to join our dynamic, unique and diverse team!

Why Us

Located on the traditional lands of the Osoyoos Indian Band, in the town of Osoyoos, working at Spirit Ridge Resort is a very unique opportunity to be in the heart of wine country. Where else in Canada can you find a resort with a golf course, two pools, beachfront water sports, onsite winery and a first nations cultural center all in one place? All this in the warmest place in Canada, surrounded by fruit orchards, wineries, breweries and Canada’s warmest lake.

Resorts, like Spirit Ridge, are a great place to work in the hospitality industry. Whether here for work, business, weddings or a getaway, our guests arrive at the resort genuinely excited to be here and to experience a part of Canada they have never been to before. Employees, who are flexible, have fun at work and a can-do attitude thrive in resorts like ours where they play such an integral role in delivering a unique guest experience. For those looking to start their careers, Spirit Ridge offers a wide variety of advancement opportunities to those who can show us they got what it takes to care for our guests and team members alike.

What You Do

The Guest Services Manager is a leader within the Front Office and a member of the hotel’s duty manager team.

When working as a Guest Services Manager, you are responsible for providing team support and coaching to Guest Service Agents, maintaining front office standards, providing exceptional guest service, and completing guest transactions, including guest inquiries, arrivals and departures. When on shift you are responsible for the safety and security of the entire property in the event of any emergency situations. As a Duty Manager, you would be part of a rotation of managers that would cover the days off of the Night Manager and would need to be available to cover the occasional overnight shift.

Guest Services Managers must be able to work in a busy and sometimes hectic environment.

• Reports directly to the Front Office Manager
• Oversee all aspects of the arrival and departure process as it relates to the Room Division in accordance with Spirit Ridge key standards.
• Act as a resource for all Team Members when addressing guest service issues throughout the hotel.
• Effectively resolve guest complaints ensuring the guests’ needs are exceeded.
• Oversee all emergency situations and make prompt decisions based on the best interest of our guest and establishment.
• Coach and guide employee performance with consistency and fairness.
• Enhance team member morale, supporting and embracing a team atmosphere, and leading by example.
• Empowered to handle guest complaints and provide additional amenities to guests as needs arise.
• Maintain a high level of professionalism, providing exceptional guest service.
• Assist in training, performance reviews, scheduling, payroll/daily sales and labor and maintaining supplies.
• Work towards continuous improvement and quality.

What You Need

• Easy conversationalist
• Extra-sensory perception to how others are feeling
• Tech-savvy systems expertise, with experience using Opera PMS as an asset
• An organized multi-tasker who doesn’t crack under pressure
• An eagle eye for details
• Sleuth-like problem solving skills
• Able to be on your feet all day
• A passion for guest service and providing a great guest experience
• A self-starter with demonstrated leadership skills
• Front desk experience preferred
• Must be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.

What’s In It For You

• Company events
• Subsidized Staff Housing
• Discounts on water sports, wine & golf
• Discounted Staff Menu and Free Continental Breakfast food in Staff Lounge
• Free on-site parking
• Employee, Friends & Family rates at Hyatt’s Worldwide
• Benefit Plan, including Extended Health, Dental, Life Insurance and family plans for full time permanent employees

Answer the Call

If we sound like the place for you, or maybe you just want to find out more, hit that Apply Now button and let us have a conversation.