Guest Services Manager (Overnight)

At InterContinental Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Guest Services Manager (Overnight). If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team! Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

DUTIES AND RESPONSIBILITIES:

• Manage all aspects of front office operations for assigned shift. Schedule employees to ensure proper coverage.
• Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures. Alert management of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget.
• Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups, local media)
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY:

This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees. Acts as MOD and responsible for hotel in absence of Department Head or the GM.

Qualifications and Requirements:

Education:

Bachelor’s degree in Hotel Management, Business Administration or related field.

EXPERIENCE:

One or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages an asset.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

PHYSICAL REQUIREMENTS:

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas.
• Remain stationary for extended periods of time.
• Use a keyboard to operate various property management and reservations systems, etc.
• Carrying, pushing, or lifting items weighing up to 50 pounds.
• Handling objects, products and computer equipment.

InterContinental Toronto Centre is an inclusive employer dedicated to building a diverse workforce. We are committed to providing accommodations throughout the recruitment and selection process for any qualified applicants under the respective provincial human rights codes. Please advise the Recruiter to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.