Guest Services Manager - Kingston, Canada - Delta Hotels by Marriott Kingston Waterfront

Delta Hotels by Marriott Kingston Waterfront

Verified Company

Kingston, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

You are responsible for leading a front office team that delivers unique, genuine and memorable guest experiences using strong customer relations and leadership capabilities.

You will need to make effective quick decisions and problem solve to achieve highest quality guest experience while ensuring compliance with brand and financial standards.

KEY AREAS OF RESPONSIBILTY:

Manage the daytoday operation of the hotel front office to ensure adherence to hotels brand standards
Analyze, investigate, and promptly resolve guest and employee issues and any other problems that may arise
Prepare staff schedule for front desk, complete payroll and monitor labour costs to budget figures
Ensure and maintain exceptional guest satisfaction levels
Responsibility for correcting customer service issues and ensure proper handling of special requests, VIP's and guest requirements
Analyze market rates daily and perform necessary strategic revenue management tactics to ensure our hotel remains competitive
Maintain information on rates, specials, packages, programs, etc and ensuring staff are trained in all areas
Ensure adherence to relevant legislation as it relates to fire, health & safety, accessibility, employment, etc.
Check, approve and code invoices and follow guidelines as per accounting procedures
Maintain accurate cash flow sheet, direct bill accounts, credit card receipts, registration cards, and reservation cards, and responsible for overall accounting and computer procedures
Oversee performance of POS software and updates
Check previous day's work (i.e. posting deposits, cashier reports, petty cash receipts)
Promote teamwork and quality guest service through effective communication and coordination with other departments
Perform all tasks of a Guest Service Representative
Completion of Duty Manager Reports
Completion of weekly reports, forecast, reservations on the books, scheduling and payroll input
Conduct monthly department meetings and take minutes
Provide direction, support and motivation to the Front Desk team
Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour compliance, etc.)
Responsible for recruiting and training front desk and breakfast room employees to ensure service levels are maintained
Promptly resolve employee problems and complete proper documentation in accordance with hotel policies and Employment Standards Act (i.e. discipline, terminations, etc.)
Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training and growth
Ensuring regular recognition of staff in exhibiting desired behaviours
Create and maintain a collaborative, respectful working environment where staff are respectful, supportive, provided the proper tools/training to do their jobs, and treated fairly
Coordinate procedures and systems to ensure hotel policies and practices are administered on a consistent and equitable basis
Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
Oversee and participate in the recruitment and onboarding process to ensure service levels are maintained using an inclusive hiring approach and in compliance with provisions in the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA) and any other applicable legislation.
Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent
Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as departmental budgets including labour
Assist in control of departmental expenses, including labour, in relation to budget
Accuracy of department's cashiering and consistent balancing of department's float
Reconciliation of Group accounts and packages
Ensure accuracy of computer input (i.e. rate cods, etc.)

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The above areas of responsibility are not all inclusive and may be amended from time to time._

KEY PERFORMANCE INDICATORS:

Marriott/Delta quality assessment as it relates to guest ratings and training
Decrease in the number of guest complaints relating to cleanliness or physical facility
Marriott Rewards enrollment standards
Audit scores, guest/client feedback
Appropriate staff scheduled at appropriate times (i.e. higher performing staff working at peak/high volume periods)
Revpar growth
Actual vs. targeted revenue
Staff knowledge and promotion of special rates/packages, etc.
Staff awareness and understanding of changes within the organization (i.e. policies/procedures, standards, etc.)
Number of employee/manager complaints and resolution time
Turnover rates (year over year)
Empowered staff (i.e. addressing guest concerns promptly and effectively, decision making, etc.)
Timely performance revie