Asst Guest Service Manager

`SCOPE AND GENERAL PURPOSE

To work with the General Manager*/Operations Manager*/Guest Services Manager* (* delete as appropriate) to achieve a motivated, organised and empowered Guest Services Team to provide the level of service; professional work standards and guest care standards set down by Holloway, and contribute to the overall profitability of the property.

MAIN DUTIES

1. Carry out or where appropriate delegate/supervise work during the working shift to maximize on productivity and guest care and following procedures set down by company policy.

2. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct Guest Service agents in details of work. Observes performance and encourages improvement.

3. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

4. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Holloway and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area.

5. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

6. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

7. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

8. Be skilled in the taking of reservations and motivate the team to consistently apply yield management principles and selling techniques in order to maximize on Revenue Per Available Room and contribute to achieving or exceeding budgeted rooms revenue/occupancy.

9. Carry out and comply with financial and accounting procedures in relation to all Guest Services /Cashiering work as set down by company policies.

10. Ensure the switchboard is answered in a professional, caring and courteous manner with accurate recording and prompt delivery of messages or voicemail explained/utilized in line with company policy.

11. Be alert to/respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required in order to contribute to the development of customer loyalty.

12. Ensure an effective liaison is maintained with Maintenance and Housekeeping regarding availability of rooms in order to maximize on rooms rented while ensuring guest satisfaction.

13. Demonstrate proactive commitment to development of customer loyalty and the empowerment of motivated and innovative team members.

14. *To work with the Guest Services Manager*/General Manager*/Operations Manager* to achieve provision of a timely and professional shuttle service with full adherence to the driving policy as required by company policy. (* delete if not applicable)

15. Communicate both verbally and in writing to provide clear direction to staff.

16. Comply with attendance rules and be available to work on a regular basis.

17. Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.

SUPERVISOR RESPONSIBILITIES

1. To take responsibility for the department in the absence of the Department Manager achieving standards of operation and guest care as required by company policy.

2. To carry out any reasonable request.

3. To be competent in the scheduling of staff and forecasting of revenue and expenses and achieve effective cost controls as required by company policy.

4. To assist in hiring, orientation, training, appraisal and discipline of staff following procedures laid down by company policy.

5. To assist in maintaining hygiene, health and safety in the department together with proper action in the event of emergency, as required by law and by company policy.

6. To demonstrate commitment to guest care and achieve professional handling of complaints following procedures laid down by company policy.

7. To ensure full completion of all duties relating to the shift in accordance with department and company policy.

8. To achieve effective communication by briefing/debriefing staff, assisting at department meetings and maintaining positive communication with other departments.

9. To generate team commitment to achievement of the company, property and department Mission Statements.

10. To contribute ideas to assist in welfare and motivation of department staff.

11. To prioritize and assign duties, or where applicable, carry out the duties of a staff member or provide assistance as necessary to achieve required standards, productivity and guest care.

12. To carry out month end/year end duties as assigned, achieving standards required by company policy.

13. To ensure compliance with company and house rules.

14. To ensure adherence to the Crisis Communication Plan as required by company policy.

15. To contribute to the security of the building, company assets and guest/coworker safety by ensuring full adherence to security procedures with proper handling of cash/keys as appropriate to the department following procedures laid down by company policy.

Job Type: Full-time

Salary: $65,000.00-$79,000.00 per year

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• Housing allowance
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus pay

Experience:

• Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2024-02-10