Guest Services Manager - Maternity Leave Coverage

sunpeaksgrand; Sun Peaks Mountain Resort Municipality; On-site; CAD 59,000 - 72,000; Full time

Benefits offered by this job

Lift passes

3 weeks vacation

Benefits plan

RRSP matching

Training opportunities

Dining discounts

Retail discounts

Friends & family rates

Reciprocal programs

Pay for performance bonus

Job summary

Sun Peaks Grand Hotel is seeking an outgoing Guest Services Manager to lead the Concierge and Bell Services teams, delivering an authentic hospitality experience in a world‑class slope‑side resort.

You will recruit, train and mentor front‑office staff, manage operations, supervise shifts, and uphold service standards; Opera PMS knowledge is a plus. Flexible scheduling including weekends and evenings is required in this busy resort.

Qualifications

• Minimum 2 years in a leadership role in concierge/front desk.
• Post-secondary education in hospitality; CHC or Les Clefs d’Or desirable.
• Strong English communication; multilingual a plus.
• Familiarity with Sun Peaks community is an asset.
• Ability to supervise, mentor and motivate a team.

Responsibilities

• Lead Concierge and Bell/Valet teams to ensure guest satisfaction.
• Model service standards and upsell hotel facilities.
• Recruit, hire and onboard front office staff.
• Manage department scheduling and budget.
• Ensure safety and compliance with WorkSafe BC.

Skills

Leadership

Guest service

Communication

Multilingual

Relationship building

Education

Hospitality degree

CHC designation

Tools

Opera PMS

Microsoft Windows

Job description

Do you naturally connect with people? Are you guest obsessed in providing an authentic hospitality experience? Imagine living the resort lifestyle, lapping one of our three mountains on your bike, or sliding down the ski slopes at a stunning slope-side hotel in a world-renowned mountain resort. We are seeking an outgoing people leader to join our team as Guest Services Manager leading the Concierge and Bell Services teams. Demonstrating your engaging relational skills, you will energize the teams with a personalized and exceptional guest service delivery with the warmth of hospitality? If this sounds like the role for you, we invite you to submit your application today to join our Sun Peaks family!

Compensation Information:

$65,000 per annum

Physical Requirement:

Medium; work activities involve handling loads up to 25kg; predominantly in an indoor setting.

This job position requires physical presence at the designated location.

The perks and benefits you'll get to enjoy:

• Winter/Summer Season Lift, Trail and Golf passes
• Initial entitlement to three weeks of paid vacation
• Benefits plan and additional wellness components, including Health Spending Account and EFAP
• Participation in our RRSP and matching DPSP programs
• Company supported training and professional development opportunities
• Dining discounts within our hotel & Resort-owned outlets
• Retail discounts in our Resort-owned outlets
• Friends and family rates at the Sun Peaks Grand Hotel
• Reciprocal programs with partnering ski areas & hotels
• Eligibility for our 'Pay for Performance' incentive bonus program (after qualifying period), awarded to top performers

Skills you bring with you:

• Proven experience as a Concierge or Front Desk with a minimum of 2 years of service in a leadership role; experience in a hotel setting or related industry is required; ideally has resort experience.
• Post-secondary education in hospitality or related discipline with designation CHC or Les Clefs d’Or highly desired.
• Extensive familiarity with Sun Peaks community with established connections is a strong asset.
• Strong in quickly building relationships with others; a true connector and communicator.
• Energetic with a confident positive attitude, driven to deliver elevated guest experiences.
• Professional and well organized with excellent communication skills in English; multi-lingual is a strong asset.
• Ability to deliver results, promote, and innovate in a fast-paced multi-tasked environment.
• Highly responsible self-starter and reliable team player, with the ability to remain calm.
• Aptitudes in resolving issues and ability to think on your feet.
• Must have the ability to supervise, mentor, train and motivate a team.
• A working knowledge of hotel systems, specifically Opera PMS would be a strong benefit.
• Proficiency with computer systems required, such as Microsoft Windows applications.
• A level of financial acumen and ability to budget, forecast, and interpret financial statements.

Note: As part of the Front Office, guest services runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends, evenings) is required.

Primary Responsibilities:

Guest Experience/Operations:

• Demonstrates what it means to be a 'Service Champion' for the front office, role modelling welcoming hospitality and exemplifying excellence in service for the Guest Services team by:
  • Taking the initiative to add personalized experiences for guests.
  • Leading the Concierge and Bell / Valet and Door Team to ensure a positive first impression on guest arrival, swift resolution of issues during their stay and a seamless check out.
  • Identifying, creating and upholding process efficiencies and established Guest Service Standards as they relate to guest experience.
  • Proudly promote hotel and resort facilities seeking opportunities to enhance a guest's stay by upselling.
  • Building authentic individual connections with guests wherever possible to drive loyalty and referrals.
• Work in complete unison with the Front Office Manager and the Reservations & Revenue Manager to deliver a "Best in Class" arrival/departure experiences and unique service experiences for all guests during their stay.
• Maintain a sense of lobby presence and guest assistance at all times, supporting the Manager on Duty acting as the Lobby Ambassador.
• Owns departmental full cycle recruitment efforts such as conducting interviews, hiring and departmental onboarding.
• Monitor cost control efforts and interpret financial statements, making recommendations for budget and forecast.
• Approves the front office team timesheets weekly for accuracy and approves employee vacation requests when possible.
• Develop the front office team schedule in alignment with business needs.
• Develop departmental policies and procedures and implementation.
• Develop and maintain a safety culture within the front office department, ensuring active departmental participation, adherence, and awareness to Hotel and WorkSafe BC standards.
• Attend the Joint Health & Safety Committee meetings as a departmental designate.