Guest Services Manager

Easton's Group of Hotels; Toronto; On-site; CAD 45,000 - 65,000; Full time

Job summary

Join our team as a Guest Services Manager at the Westin Toronto Airport, a part of Easton's Group of Hotels, where you'll oversee front desk operations and ensure guest satisfaction. Enjoy competitive benefits and growth opportunities in a diverse environment dedicated to excellence in hospitality.

Benefits

Health, Vision, and Dental Coverage

Wellness Days

Employee Social Events

On-Site Parking

Deferred Profit-Sharing Plan

RRSP

Onsite Fitness Studio

Career Development

Discounted Associate Meals

Hotel Discounts at Marriott Properties

Qualifications

• 1+ year of front office/guest relations experience, including supervisory training.
• Fluent in English, other languages preferred.
• Ability to lift 50 pounds and handle various office tasks.

Responsibilities

• Supervise front desk functions and staff training.
• Assist in budgeting and monitoring labor costs.
• Handle guest check-ins/outs and service requests.

Skills

Customer Service

Communication

Problem-solving

Teamwork

Education

High School diploma or equivalent

Job description

Looking for a career change? Join one of Canada’s most successful and multicultural Hospitality companies, that strives to take your talent to the next level. With 20 hotels owned and managed by Easton’s Group of Hotels, and more in development, your passion, collaboration, and voice will be an excellent addition to our growing Organization. As a company, we strive to provide exceptional benefits, perks, and growth opportunities to all our employees.

If you have a passion for exceptional service delivery, are results driven and appreciate the recognition, Easton’s is your career partner of choice.

The Easton's team believes that excellence is achievable only in an environment that embraces and promotes Equity, Diversity & Inclusion (ED&I). Our company is challenging the way we work, think, and develop an inclusive workplace. Our commitment to ED&I allows us to achieve our vision and mission and ensure a more equitable future for all.

About The Hotel

The Westin Toronto Airport is located near YYZ airport. It features a Westin WORKOUT Fitness Studio, heated indoor pool, and dining options like Atmosphere and Crosswind’s Bar and Grill, along with an express Starbucks coffee and grab-and-go stand. As part of Easton’s Group of Hotels, our team is deeply involved in community events, valuing the wellbeing of each member as much as our guests.

Benefits

• Health, Vision, and Dental Coverage
• Wellness Days
• Employee Social Events
• On-Site Parking
• Deferred Profit-Sharing Plan
• RRSP
• Onsite Westin WORKOUT Fitness Studio
• Career Development
• Discounted Associate Meals
• Hotel Discounts at Marriott Properties worldwide

The Westin Toronto Airport is seeking a Guest Services Manager with exceptional customer service skills and a proven track record in hotel front desk operations. This role is ideal for someone dedicated to assisting the Front Office Manager in managing front desk service operations including guest registration, bell services, telephone services, night audit, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Join our team and play a crucial role in creating a personal, instinctive, and renewing environment for our guests and team.

What will you be doing?

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures, etc.
• Assist in scheduling staff according to labour standards and forecast occupancy; assign daily work tasks to employees, and monitor labour costs to stay within departmental budget.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Upsell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions per established procedures including posting all charges, completing cashier or other reports, preparing deposits, and securing assigned bank.
• Ensure adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures as established.
• Routinely check in/check out guests, answer phones, take reservations, and assist staff with job functions. May be responsible for issuing safe deposit boxes to guests and ensuring the security of keys.
• Promote hotel services, facilities, and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints/requests. Make appropriate service recovery gestures per established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned, which may include guest room tours, concierge services, and special guest requests.

What are the requirements for this role?

• High School diploma or equivalent, plus one year of front office/guest relations experience including some supervisory training/experience. Some college coursework is preferred.
• Must speak fluent English. Other languages preferred.
• This job requires the ability to perform the following:
• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products, and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Other:
• Communication skills are utilized for a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.