Guest Services Manager

Watermark Beach Resort; Osoyoos; On-site; CAD 48,000 - 64,000; Full time

Job summary

Watermark Beach Resort in Osoyoos, BC is seeking a Duty Manager to lead Front Office operations on shift, oversee guest check-in/out, be the on-duty manager, and mentor Guest Services staff.

You will monitor payroll, coach team performance, conduct reviews, handle guest recovery, and collaborate with the Front Office Manager on training and guest experience initiatives to maintain Watermark's renowned service standards.

Qualifications

• Front desk experience is required.
• Opera PMS experience is an asset.
• Organized multitasker who can work under pressure.
• Attention to detail is essential.
• Strong problem-solving skills are needed.
• Able to stand on feet all day.
• Flexible to a variety of shifts including mornings, evenings, weekends and some night duties.
• University/college degree in a related discipline is an asset.

Responsibilities

• Oversee front office operations, including guest check-in/out, bell services, resolving guest concerns and billing.
• Monitor payroll and labour to meet business needs.
• Coach, guide and manage employee performance with consistency and fairness.
• Conduct probationary and annual performance reviews for front office staff.
• Provide guest service support on duty manager shifts and assist in overnight rotation.
• Participate in daily Operations meetings and staff training in the Front Office area.
• Oversee all emergency situations and make prompt decisions for guests and the establishment.
• Roll out processes to improve the guest experience and monitor inventory of Front Office supplies.
• Assist with month-end financial audits in Opera PMS.
• Support Front Office goals and front-line operations across departments.

Skills

Front desk leadership

Multitasking

Detail oriented

Problem solving

Communication

Leadership

Flexibility

Guest service focus

Staff coaching

Education

University/College degree in a related discipline

Tools

Opera PMS

Microsoft Windows

Job description

This is a Duty Manager role. Guest Services Managers report to the Front Office Manager, and are responsible for the day-to-day operations of the front desk as well as the training and management of all Guest Services associates while on shift. This position is the manager on duty of the Front Office and the resort when they are on shift. Shifts are variable.

RESPONSIBILITIES:

• Oversee front office operations, including guest check in/out process, bell services, resolving guest concerns and billing.
• Monitor and assist in completing payroll in a timely manner ensuring accuracy and managing labour to meet business needs.
• Coach, guide and manage employee performance with consistency and fairness.
• Conduct probationary and annual performance reviews for front office team, including Bell team
• Provide guest service support to the front desk, including working duty manager shifts as required and on occasion assist in the overnight rotation.
• Participate in daily Operations meeting
• Assist Front Office Manager to oversee the planning and execution of all staff training in the Front Office area
• Oversee all emergency situations and make prompt decisions based on the best interest of our guest and establishment while on shift.
• Rollout and monitor processes to ensure an ongoing improved guest experience.
• Assist Front Office Manager in managing supplies and inventory of items in the Front Office.
• Assist Front Office Manager in month end financial audits of accounts in the Opera PMS system.
• Assist Front Office Manager in setting and updating the team on goals for Front Office.
• Duties as required to ensure successful operation of the Front Office department including support of other departments and special promotions.
• Support a culture of safety and wellness for the team members of the Front office.
• Monitor & respond to guest feedback delivered via guest comment cards and face-to-face feedback, identifying trends and looking for solutions.
• Primary contact for all on-site guest recovery situations as they relate to the resort.
• Act as a resource for all Team Members when addressing Guest Services issues throughout the Resort.
• Consistently offer professional, friendly and engaging service to guests
• Develop strong guest relationships to maintain and further develop Watermark loyalty
• Monitor and order front office inventory
• Other duties as assigned

QUALIFICATIONS:

• Easy conversationalist
• Extra-sensory perception to how others are feeling
• Previous Property Management system experience required, with experience using Opera PMS as an asset
• An organized multi tasker who doesn’t crack under pressure
• An 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
• Must be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.
• Minimum 1-year Front Desk experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline an asset
• Highly responsible & reliable
• Knowledge of Okanagan and local area an asset

Source: Hospitality Online