Guest Assistance Manager - Ottawa, Canada - Concord Hospitality

Description

The Hilton Garden Inn and Homewood Suites by Hilton Ottawa Downtown, conveniently situated in downtown Ottawa, steps from Parliament Hill with LRT transportation at the hotel's front door for easy access to many points of interest including festival venues.

The hotel features 171 extended-stay guest rooms under the Homewood Suites by Hilton banner and 175 units providing short-stay accommodations under the Hilton Garden Inn banner and a total of 4,500 square feet of conference space, which includes our Tulip restaurant and bar, a pool and fitness facility.

Reporting to the Front Office Manager, the Guest Service Supervisor is responsible for ensuring the highest level of guest service and that standards are maintained for all positions within the Front Desk, Reservations, and Night Audit while on duty.

• Excellent time management and organizational skills
• Excellent communication skills
• Strong problem solving skills
• Previous experience an asset
• Computer skills an asset
• Knowledge of Ottawa & area

• Professional in appearance and demeanor
• Dedicated to Customer Service
• Committed to Quality
• Patient and tolerant
• Reliable
• Friendly and engaging
• Outgoing personality
• Non Judgmental and unbiased

• Responsible for the Front Desk, Reservations, and Night Audit while on duty ensuring a smooth operation and the highest level of guest satisfaction.
• Coaches and mentor's employees. Creates an environment that allows employees to achieve job fulfillment.
• Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement.
• Effectively maximizes inventory levels during high occupancy/sold out nights.
• Manage 3rd party website bookings and inventory levels
• Knows all procedures for emergency and general crisis situation management.
• Maintains a high level of professionalism in all aspects of job performance.
• Consistently demonstrates a commitment to personalized guest service excellence.
• Complies with Hilton policies, and procedures.
• Performs any and all other tasks which are assigned by management.

• Excellent customer service and experience
• Minimum of 19 years of age
• Pleasant, courteous, empathetic, fast acting, professional, discreet, friendly
• Strong communication skills
• Demonstrate organization and multitasking abilities
• Minimum of 2 years of previous Front Desk hotel experience
• Minimum of 2 years in a Supervisory capacity.
• Strong computer knowledge (experience with ONQ PMS program an asset)
• Able to work in a team environment
• Hospitality or tourism diploma/degree an asset
• Be able to work days, evenings, weekends and holiday shifts
• Bilingual preferred.

• Extended health care