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    Assistant Guest Services Manager - Halifax, Canada - Lord Nelson Hotel & Suites

    Lord Nelson Hotel & Suites
    Lord Nelson Hotel & Suites Halifax, Canada

    1 week ago

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    Description
    As a locally owned landmark hotel, the Lord Nelson Hotel & Suites has earned a reputation for serving excellence. We offer a variety of positions under one roof, creating a great opportunity for mobility and growth. Our most essential resource is our employees. Join the best team in Halifax and be a part of the legend


    OVERVIEW:


    The Assistant Guest Services manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to service standards to achieve a friendly atmosphere of superior guest service and product quality.

    Displays exemplary performance for staff to follow. Acts as Guest Services Manager in their absence. You are the Guest Services Manager right hand - the one out front making it happen.

    You are actively working hand in hand with your team to deliver the Wow guest experience, being an example of true hospitality and stepping in to assist the guest as needed.

    In the role of Assistant Guest Services Manager, you will:


    • Be Guest Centric ensure the front office team is focused on the guest and that team is well trained to meet and exceed standards.
    • Be the Ear that Hears talk to the guests as they check in and when they leave, proactively addressing any concerns they may have, elevating them to the next level if needed. Do the same for your staff so they know they can turn to you if challenges arise.
    • Be A Role Model you have taken your first step up the ladder, now walk the talk and then empower your staff to do the same. Show them how to exceed needs so the guests are generous with their praise. Be an example of hospitality professional.
    Be an example of all the values we instill:
    be always early to your shift, display perfect grooming standards, know all the policies and procedures.


    RESPONSIBILITIES

    • Manage the daily operations of the Front Desk, ensuring consistency and excellence in all operations.
    • Provide hands on supervision to Guest Service Agents and Supervisors as they carry out their daily tasks.
    • Be knowledgeable of any VIPs, requests of repeat guests and groups in house. Share the information in the huddles with the agents.
    • Review all group contracts and resumes to ensure all special requests, billing requirements, parking arrangements, and VIPs are handled properly by all Front Office personnel. Ensure all staff is aware of their special duties for a particular group.
    • Review all guest arrivals a day prior & ensure that rooms are assigned accordingly to preference, rate and arrival time.
    • Assist Guest Services Manager in creating clear guidelines on Front Office procedures and policies and ensure these policies are followed consistently.
    • Resolve guest issues and complaints as they arise, communicating areas of concern to the Guest Services Manager, the General Manager and related department heads.
    • Cover desk shifts and staff breaks as required, particularly during high volume times.
    • Maintain open communication with other department heads, principally housekeeping managers and supervisors, sales, reservations, maintenance and accounting.
    • Ensure the hotel achieves maximum occupancy, while maximizing revenue through upsell programs and recommendations.
    • Assist the Guest Services Manager with tasks such as issuing biweekly schedule, ensuring the desk is adequately staffed according to expected business levels, and completing payroll processes in an accurate and timely manner.
    • Ensure that special reservations such as group and package guests are properly set up and prepared for in advance of guest arrival.
    • Build and develop a strong Front Desk team through ongoing training and performance management.
    • Train new staff members in hotel Property management System, payment processing, and hotel procedures and policies
    • Address performance issues promptly and consistently to ensure mistakes a learned from and minimized while standards are met
    • Implement and review procedures for emergency situations (fire, floods, etc.) in order to ensure the safety of staff and hotel guests
    • Carry out administrative duties as required to maintain smooth operation of Front Office Department.
    • Maintain all guest accounts, ensuring that billing information is accurate at time of check out.
    • Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports.
    • Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and communication of the emergency procedures to the Rooms department.
    • Understands the government regulations affecting hotel operations, ensuring the hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
    • Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
    • As required of all hotel associates, assists any guest or potential guest in a prompt, courteous, friendly, and helpful manner at all times.
    • Fulfills Manager On Duty Shifts as well as Bellman/Lobby Concierge Shifts.
    • Maintains correct procedures for hotel accounting, credit control, and handling of financial transactions while directly responsible for championing Accounts Receivable function.
    • Supports and assists the Management team with duties and responsibilities in times of absence.
    • Other tasks as assigned.

    QUALIFICATIONS

    • Professional attitude and the ability to follow instruction required.
    • Ability to work under pressure and under tight deadlines.
    • Physical mobility and stamina required.
    • Must present themselves in a neat and professional manner
    • Detail oriented and the ability to work independently.
    • Excellent interpersonal and communication skills, both written and verbal.
    • At least 3 years of supervisor or managerial experience.
    • Experience leading, directing, and developing a team of employees preferred.
    • Proven teambuilder with outstanding motivational skills and coaching ability.
    • A working knowledge of hotel systems, specifically Opera, would be a substantial benefit.
    • Flexible in adapting to various leadership styles.
    Lord Nelson Hotel & Suites recognizes our employees as essential to our success and value diverse skills.

    From frontline staff to management, we offer excellent opportunities for career growth, as well as employer-provided medical benefits and other incentives.

    We are looking for new talent to join our dynamic team that is setting the standard of excellence in the hospitality industry.

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