Guest Service Manager - Richmond, Canada - Hilton Vancouver Airport

Hilton Vancouver Airport

Verified Company

Richmond, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Hilton Vancouver Airport Hotel is a leading global hospitality company offering business and leisure travelers the finest in accommodations, service, amenities and value.

We are dedicated to providing exceptional guest experiences and with 237 rooms and 4,000 square feet of event space, our Team Members are front and centre of the hotel driving all aspects of the business

OBJECTIVE:

By using a proactive management approach, the Guest Services Manager (GSM) ensures an efficient operation of the front desk and all Front Office Team Members are delivering a high quality of service.

In the absence of the Rooms Operations Manager, the GSM represents the senior management team in problem solving, coping with emergency situations, and always ensuring complete guest satisfaction.

RESPONSIBILITIES:

Responsible for the supervision and operation of the front office in various shifts, including overnight shifts
Lead, motivate and train Team Members. Continuously strive for an engaged, enthusiastic, high performing team through recruitment and development, enabling all Team Members to realize their full potential
Responsible for providing timely feedback and performance reviews to all Front Office Team Members
Collaborate and provide support on social media initiatives including online reputation management (TripAdvisor, Yelp, etc.), content creation and social customer service
Support and maintain close and effective working relationships crossfunctionally with all departments
Anticipate and exceed guest expectations using Brand Standards, proactively resolve any guest concerns
Ensure consistent delivery of services and benefits to Guests, and Hilton Honors Member. Assist in enrolling new guests in the Hilton Honors program while improving the loyalty of existing HH Members
Support and inform the Rooms Operations Manager and other Guest Services Managers on matters pertaining to the operation or development of the Front Office and Hotel in general
Assist and support in controlling expenses in the Front Office operation
Ensure workplace health and safety is actively practiced in the department
Be alert on Hotel Security, guest safety and security. Ensure all Team Members are familiar with fire emergency safety procedures
Monitor and respond in a timely manner to past, current and future guest requests on the hotel's social media channels outside of the Social Media Champion's work hours.

QUALIFICATIONS:

23 year's front office experience including night audit would be considered an asset
Able to take initiative and be a selfstarter
Strong guest service skills & supervisory skills are essential
Strong problem solving skills & attention to detail are essential
Strong administrative, organizational, and time management skills
Desire to work in a team based environment
Strong oral and written communication skills required

Benefits: