The Guest Services Manager is responsible for ensuring exceptional guest experiences and satisfaction within the hotel. They oversee all aspects of the guest services team, including front desk, concierge, bell, and valet. REQUIREMENTS The person in this role must be a seasoned guest services professional with minimum 2 years of management experience in a similar setting, and post secondary education in hotel management. Les Clef d’Or International Gold Key Certification is considered an asset. This position requires individuals who have excellent verbal, written and computer system skills. This position requires the ability to work when needed including weekends, holidays, and nights. DUTIES The duties of this position include, but are not limited to: • Ensure efficient and effective performance of the Front Desk and Guest Services departments. • Understand Forbes 4-star Standards and continually looking for new and innovative hospitality ideas to elevate service standards. • Les Clef d’Or Gold Key knowledge and willingness to obtain certification. • Provide daily on floor support and assist guest services team during peak times on the reception desk. • Possess a strong understanding of service standards for all segments of travellers (transient, corporate, wedding and events.) • Ability to prepare occupancy, VIP reports, and analyze data for presentation to the management team. • Prepare Guest Satisfaction Reports on a weekly basis. • Perform scheduling, payroll, budgeting, and recruitment for department. • Partake in monthly meetings with hotel operations managerial team to ensure ongoing interdepartmental communication. • Oversee Groups and VIP liaison for coordination of arrival receptions and group amenity requests. • Oversee daily guest reservations and set clear goals for the team to obtain revenue goals. • Able to maintain professional composure during moments of elevated stress.

• Professionally handle all guest communication and inquiries in a timely and efficient manner.

• Cover MOD shifts when scheduled, and cover AGM in times of absence.

• Conduct annual performance reviews in a timely and efficient manner.

• Attend revenue yielding management meetings.

• Knowledge of OTAs and third-party billing.

Job Type: Full-time