Assistant Guest Services Manager

You are responsible for assisting the Guest Services Manager in managing the day to day operation of the Front Desk. Your primary responsibility will be to ensure outstanding service to ensure total guest satisfaction through proper training and compliance with company policies and procedures and brand standards. You will also establish and support a high level of cooperation and teamwork in all areas of the Front Desk and among other departments.

AREAS OF RESPONSIBILTY:

• Ensure the smooth operation of the Guest Services Department in concert with and in the absence of the Guest Services Manager, ensuring that all standard operating procedures pertinent to Guest Services and brand standards are consistently followed.
• Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.
• Recognize and seize all opportunities to increase guest loyalty, employee satisfaction and profitability.
• Champion the Marriott Rewards loyalty program through active promotion of the program; ensuring all related policies and procedures are adhered to; and Marriott Rewards members are recognized.
• Assist in managing the recruitment, interviewing, onboarding and training off all front office employees.
• Assist in maintaining information on rates, specials, packages, programs, etc and ensuring staff are trained in all areas
• Assist in completing weekly reports, forecast, reservations on the books, scheduling and payroll input
• Assist in recruitment process for Guest Services associates
• Promote teamwork and quality guest service through effective communication and coordination with other departments
• Provide direction, support and motivation to the Front Desk team
• Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour compliance, etc.)
• Follow established policies and procedures when hiring new staff
• Resolve staffing problems and complete proper documentation in accordance with hotel policies and Employment Standards Act (i.e. discipline, terminations, etc.)
• Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
• Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training and growth
• Ensuring regular recognition of staff in exhibiting desired behaviours
• Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent
• Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as departmental budgets including labour through well managed room inventory, cost controls, and schedules
• Assist in control of departmental expenses in relation to budget
• Accuracy of department’s cashiering and consistent balancing of department’s float
• Reconciliation of Group accounts and packages
• Ensure accuracy of computer input (i.e. rate codes, etc.)

The above areas of responsibility are not all inclusive and may be amended from time to time.

QUALIFICATIONS:

• Completion of secondary school plus additional post-secondary courses or equivalent.
• Minimum 2 years hospitality experience in a supervisory/management role with strong knowledge of Front Desk operations.
• Must be flexible to work days, evenings, weekends and holidays.
• Exceptional leadership, interpersonal, and communication skills.
• Must possess strong interpersonal skills and the ability to work and communicate effectively within a diverse team environment
• Ability to work effectively in a multi‐cultural environment with co‐workers, clients and partners
• Proven success in delivering exceptional Guest Services and excellent interpersonal and employee relations skills.
• Sufficient Computer skills to allow proficient use of company issued software programs (Opera, Microsoft Office, etc.)
• Ability to work under pressure with tact and diplomacy.

Job Type: Full-time

Salary: $45,000.00-$50,000.00 per year

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Holidays
• Morning shift
• Weekends as needed

Experience:

• Customer service: 1 year (preferred)
• Hospitality: 2 years (preferred)

Work Location: In person