Ramada Plaza Prince George - Guest Service Manager

Job Title: Guest Services Manager

Department: Guest Services

Reports To: General Manager

Summary

The Guest Services Manager will be responsible for overseeing all Guest Service and Revenue Management operations, ensuring that the highest levels of hospitality are provided, while ensuring room rates and promotions are competitive. Provide a consistent vision and mission to all team members in order to achieve annual financial and operational goals set forth by the hotel group. Most importantly, the Guest Services Manager will be a passionate and collaborative leader with great care and concern for all team members’ health, engagement and development.

Essential Day to Day Duties &Responsibilities:

• Welcomes all hotel guests in a professional, courteous and hospitable manner, providing exceptional guest service levels at all times.
• Accurately answers inquiries from potential guests and accepts hotel reservations. Ensures a thorough knowledge of the facilities, features, area attractions and transportation.
• Directs, oversees and manages daily shift processes, ensuring all team members adhere to standard operating procedures.

• Responds quickly to guest requests in a friendly manner. Follows up to ensure guest satisfaction.

• Addresses guest concerns and resolves issues and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Possesses working knowledge and ability to use telephone/online technical support of all hotel computer systems and interfaces.
• Monitors the PMS to ensure that all rates and applicable rate codes are loaded correctly.
• Maintains room inventory and monitors room rates.
• Prepares weekly management forecast reports to assist in the maximizing of revenue management and to take an active lead in rate and inventory strategies.
• Maximize productivity through effective staffing and scheduling.
• Recruits, trains and motivates the team to enhance a positive culture and exceed the guest’s expectations.
• Actively participates in regular hotel inspections, including public areas, room inspections, exterior, etc. to ensure the quality of cleanliness and takes immediate actions to correct any deficiencies.
• In accordance with hotel policy, approves the eviction of guests from rooms if required.

• Confident in security control to manage and protect the property when necessary.
• Reports all incidents and accidents using proper documentation.

• Coordinates any hotel evacuations or emergency situations in accordance with hotel policy.
• Controls expenses in the Front Office operations. Checks office and guest supplies inventory and order them to avoid any shortage.
• Follows company policies and procedures and is able to effectively communicate them to all staff and colleagues.

• Provides timely feedback and performance reviews to all Front Desk Team members.
• Provides recommendations for personal and staff development of all departments and continuously works as a resource to all leaders to assist in maintaining progression plans.
• Prepares for, attends and takes the appropriate actions for weekly/monthly and annual meetings as required by the Direct Report.

Knowledge/Skills/Abilities/:

• Enthusiastic, attentive and approachable.
• Acts with a sense of commitment and integrity, strives for excellence, and is not afraid of opportunities.
• Strong interpersonal and relationship building skills with sense of humor.
• Dynamic personality and strong leadership skills.
• Exceptional time-management and task delegation skills.
• Effective communicator (written and oral).
• Remains calm under pressure and motivated in the face of rejection.
• Effective multi-tasker with the ability to continuously reprioritize daily activities.
• Possesses proven technical knowledge of Microsoft Office and windows based programs with an open mind and desire to become an expert at any hotel specific computer program required.
• Maintains a workplace environment that understands and respects policies and procedures.
• Represents the hotel and the brand in a professional manner at all times.
• Actively participates in local community events.
• Desires ongoing professional development.