Guest Services Manager - Winnipeg, Canada - Canad Inns

Canad Inns

Verified Company

Winnipeg, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Basic Purpose:

This position is focused on providing guest services management and supporting the hotel in all aspects, while maintaining 100% guest satisfaction.

Working closely with the General Manager and other managers as a hands-on employee you will be responsible for the overall service delivery from the front of the house including front desk staff and bell staff.

To ensure standards are being met and that revenues are maximized through effective revenue management and rate controls.

Key Accountabilities/Responsibilities:

Ensure that the budgeted profit of the department is maintained, financial results are properly analyzed, and appropriate action is taken in areas of poor performance.
Ensure that cashingup procedures are strictly adhered to.
Ensure that VIP's are quickly identified and that all staff knows their presence.
Maintain a daily report of events and complaints; also noting what action was taken
Participates in the development of business strategies which are aligned with the overall objectives of the hotel
Develops and implements business strategies for department
Monitors status regularly and adjusts strategies as appropriate
Daily service and customer contact aspects of the hotel
Assesses needs and produces action plans and task lists for subordinates
Monitors and proactively responds to the local marketplace
Keeps current with local competition and seeks opportunities to upsell where possible
Takes appropriate action to maintain the competitive status and profitability of the operation
Develops and implements strategies and practices which support employee engagement
Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
Communicates performance expectations and provides employees with ongoing feedback
Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential
Responsible for providing survey responses
Responsible for A/R
Daily Bar Rate management
Stays current with ratings and offers with programs such as Expedia
Revenue Management
Completes room checks to ensure standards are being met
As a working Manager, is able to work all positions in Guest Services
Responsible for lost and found of property

Qualifications:

Previous Front Office/ Guest Services Management experience essential, preferably in a hotel environment
Preference will be given to those that have previously been involved in a hotel opening or major renovation
Previous experience with Innfinity PMS system ideal but not essential.
Excellent computer skills, including Word and Excel in a Microsoft Windows environment
Effective oral and written communication skills.
Detail oriented
Customer Service Oriented
Experience in administration
Excellent interpersonal skills
Excellent attention to detail
Excellent organizational skills and ability
Skills in database management and record keeping
Able to exhibit a high level of confidentiality
Must be able to identify and resolve problems in a timely manner
Ability to gather and analyze information