GUEST SERVICE MANAGER

Vintage Hotels & Niagara’s Finest Hotels is currently seeking a Guest Service Manager to join our growing team! This is a great opportunity that can provide flexibility, valuable work experience, and a chance to work with a tenured team.

Job Title: Guest Service Manager

Property: Queen's Landing

***Please note: By applying to this posting, you are applying for opportunities that may be available at any Vintage Hotels or Niagara's Finest Hotels property. ***

This posting is for an existing vacancy within Lais Hotel Properties Limited.

Position Summary: To assist the Front Office Manager with the daily administrative and operational activities required for guest services including check in/out for a superior quality hotel and conference facility.

Duties and Responsibilities:

Primary Responsibilities:

• Providing personalized and exceptional guest service at every given opportunity
• Meeting established up-selling and sales goals
• Performs all duties of a Guest Service Agent
• Check front driveway for trash and delegate or sweep as required.
• Check front brass door handles and luggage carts. Delegate, as necessary.
• Check front door glass, for finger prints, inside and out. Delegate as necessary.
• Respond to virtual, (Ivy), concierge texts, as necessary.
• Answering telephones.
• Supervises and schedules Team Members on a daily basis.
• Provide on-going training for all Team Members
• Coach all Team Members, (both “development” and “praise”) and “progressive corrective action”.
• Monitor staffing needs and labour costs, and adjust as necessary.
• Processes cash and/or credit card payments
• Coordinates room availability with reservations and other departments, (Housekeeping & Engineering).
• Balance rooms inventory.
• Monitoring room upsells, (SUPs) and reporting to Accounting.
• Assists with the resolutions of Guest complaints and appropriate follow-up with the Manager and/or Operations Management as required
• Processes daily cash reports and occupancy reports as required
• Assists Guests with questions, or concerns regarding the area, the hotel and/or amenities if required.
• Answers and forwards telephone calls to the appropriate department and/or room
• Works closely as a liaison with other departments such as housekeeping, conferences and/or sales department, dining room and other departments as required
• Assists the Front Office Manager with human resources functions relative to interviewing, screening, and selection of new Team Members
• Filling Duty Manager shifts when required
• Having a thorough knowledge of Lais Hotel Properties’ products and services
• Suggesting additional products and services meeting our Guests’ specific preferences
• Assessing Guests’ individual needs to meet standards for additional products and services
• Actively seeking ways to meet Guests’ product or service needs
• All other duties as assigned

Health and Safety Responsibilities

• A supervisor shall ensure that a worker,

1. works in the manner and with the protective devices, measures and procedures required by the Occupational Health & Safety Act and the regulations; and
2. uses or wears the equipment, protective devices or clothing that the worker’s employer requires to be used or worn;
3. advise a worker of the existence of any potential or actual danger to the health or safety of the worker of which the supervisor is aware;
4. where so prescribed, provide a worker with written instructions as to the measures and procedures to be taken for the protection of the worker; and
5. take every precaution reasonable in the circumstances for the protection of a worker

• Perform departmental workplace inspections as assigned
• Conduct safety talks as assigned
• Conduct incident investigations
• Conduct team member health & safety training including Standard Operating Procedures & Primary Training and performing team member safety observance
• Always ensure that workplace accidents/injuries are reported immediately to a Manager/Supervisor.
• Cooperates in the Return-to-Work Program of a Team Member
• Correct substandard acts or conditions through Human Resources Standard & Procedure “C.15 Progressive Corrective Action”
• Commend team members on safe work practices and performance

Professional Requirements:

• Grade 12 Education combined with College or University training in the hospitality industry preferred
• Minimum of 5 years experience as a Guest Service Agent
• Excellent communication skills both written and verbal
• Previous up-selling and/or sales experience is considered an asset

Personal Attributes:

• Outgoing and friendly with a pleasant professional attitude
• Must be self-motivated and a team player
• Good listening skills are essential in combination with above average patience
• Must be a well organized with the ability to prioritize workload and planning activities within the department
• Diplomatic and tactful demeanor when interacting with difficult guests
• Confidence is selling and up-selling products and services
• Positive sales-oriented personality
• Desire to meet goals
• Ethical and honest

Physical requirements:

• Ability to tolerate standing for extended periods of time
• Dealing with seasonal temperature demands
• Lifting to assist with luggage on an occasional basis

Questions, quoting the job title and location, may be directed to [email protected]

Lais Hotel Properties Limited is committed to fostering a diverse, inclusive, and accessible workplace where all individuals are valued and respected. We welcome and encourage applications from people with disabilities, Indigenous peoples, racialized individuals, women, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of our team.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If you require accommodation, please let us know and we will work with you to meet your needs.

We are an equal opportunity employer and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.