TownePlace Suites by Marriott Victoria Airport

9785 Stirling Way, Sidney, British Columbia, Canada V8L 1W7

STATUS/LENGTH: Permanent Full-Time

REPORTS TO: General Manager

SUMMARY OF DUTIES:

Reporting to the General Manager, this position is responsible for overseeing and supervising staff in all aspects of the department?s operations. Duties include reporting, data and system management to ensure revenues and occupancy is maximized while ensuring uncompromised guest experiences. Hiring and training of staff, ongoing liaison with hotel associates including sales, housekeeping, administration, and management this position will be a key member of the executive team.

GENERAL DUTIES:

• Assumes the day-to-day responsibilities for the department
• Participates in multi-disciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations and the guest experience
• Collection of data and reporting on the activities and performance of the department, relative to specified benchmarks which may include reporting on financial aspects of the departments? operations
• Provides information and/or reports to the guests, associates, hotel brand related representatives outside agencies
• Active participation in evaluating internal processes and procedures to ensure that services are delivered in accordance with guidelines and in a cost effective, efficient and timely manner
• Manager on Duty (MOD) duties when required
• Conducts monthly team meetings to keep all desk associates up to date on all new policies, promotions, and procedures
• Participates in Executive team meetings
• Responsible for security of guests, fellow associates and hotel assets
• Performs additional duties as requested by the Rooms Division Manager / General Manager to aid in better operation of the hotel and service to the guests

Qualifications:

• Demonstrated knowledge of the practices and theories normally acquired in a related field or an equivalent combination of relevant education and relevant work experience.
• A thorough understanding of customer service
• Previous management experience preferably in a hotel, hospitality, or tourism environment
• Proven knowledge of customer relations, guest services through extensive practical experience
• Effective communication, presentation, interpersonal and organizational skill
• Demonstrated ability to effectively manage and/or work with a multi-disciplinary staff, in a result oriented and predominantly fast paced environment.
• Lead teams and participate in team meetings
• Experienced in designing and delivering customer focused programs and services
• Ability to interact effectively with guests, management, peers, staff and the general public
• Thorough knowledge and understanding of policies, procedures, regulations and by-laws affecting the department/section
• Working knowledge of computer software applications as well as Microsoft Office, CRM?s and database management
• Ensure front desk operations are carried out within the systems and procedures required by the management company and brand specific standards
• Scheduling associates with efficiency, service standards and budgets in mind
• Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)
• Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained
• Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts
• Familiarity and working knowledge of local area, the City of Victoria and Town of Sidney and the surrounding area is an asset
• Supervise reservations, check-in and check-out procedures
• Ensure the accuracy of housekeeping, maintenance, sales and other department reports, working
• Ability to communicate effectively; written, verbal, phone and face to face