THE OPPORTUNITY:

GUEST SERVICES MANAGER

REPORTS TO FRONT OFFICE MANAGER

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With 77 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NFLD but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

THE HOTEL:

The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection

Exactly Like Nothing Else

For over a century, The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection has welcomed travelers to an exquisite stay in New Brunswick. Located in historic St. Andrews, voted as Canada's top destination by USA Today, the resort is unique in its offerings: an idyllic seaside town with locally authentic dining & shops, the region's warmest swimming at Katy's Cove beach and award-winning whale watching, all at our doorstep. Featuring 233 luxury Guestrooms, five dining outlets, an award-winning 18-hole golf course, full conference center and spa, The Algonquin is the centerpiece of Maritime hospitality.

Under the stewardship of InnVest, Canada's largest owner & operator of hotels, significant investments are currently underway including a thoughtful reimagining of all Guestrooms, restaurants & public spaces as well as the construction of a new Nordic Spa, supporting our year-round offerings. Since 1889, The Algonquin has led the way for Canadian resort innovation - join us as we embark on our second century of authentic Maritimes hospitality.

Be where you can do your best work, Begin your purpose, Belong to an amazing global team, and Become the best version of you.

THE ROLE:

The Guest Service Managers primary function is to oversee the daily operations of the Guest Services (Bell, Recreation and Shuttle) teams. He or she acts as a manager to all Guest Service personnel and assists as Manager on Duty for the Front Office (Front Desk and Royal Service) as needed to assist guests, ensuring smooth consistent service. Accountable for ensuring that guest interactions with Guest Services personnel are handled properly, and that the experience is a pleasant one for the guest. This is accomplished by overseeing employee/guest interactions and interceding when necessary.

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ACTIVITIES:

The duties of the Guest Services Manager include, but are not limited to the following:

• Oversee the daily operations of the Bell, Recreation and Shuttle Driver teams

• Supervise, train and support Guest Services staff to ensure high performance

• Monitor and maintain service standards across all Guest Services areas

• Oversee recreation facilities including the fitness center, pools and PlayZone

• Ensure cleanliness, safety, and proper use of all recreation areas and equipment

• Coordinate transportation services, luggage handling, and recreational activities.

• Develop, prepare, and execute a comprehensive hotel activity program for all guest demographics.

• Act as Manager on Duty for Front Office, overseeing daily operations of Reception Desk and Royal Service as needed. Resolving guest concerns, and ensuring service standards are consistently upheld across all touchpoints

• Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.

• Meet with other managers and supervisors to stay informed of changes affecting operations

• Assist in training of all positions within department

• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention

• Inform workers about interests and special needs of specific groups

• Apply customer/guest feedback to service improvement efforts

• Take disciplinary action to address performance problems

• Motivate, develop, and direct people as they work, identifying the best people for the job

• Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel.

• Ensure staff is knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.

• Handle guest feedback/concerns promptly to ensure the highest level of guest satisfaction.

• Promote a culture focused on guest service.

• Implement and maintain all company policies and procedures.

• Assist hotel management as directed with development of special reports and/or special projects.

• Administer and maintain all uniforms and inventories, including printed materials.

• Assist in the operation of other departments within the hotel when required.

• Manager on Duty shifts are required, oversee day-to-day operations.

• Other duties as assigned.

COMPETENCIES WE ARE SEEKING:

• 3+ years’ experience in a similar supervisory/leadership role

• Excellent verbal and written communication skills

• Accuracy and attention to detail

• Strong interpersonal and problem solving abilities

• Service focused personality with the ability to lead by example

• Computer-savvy

• Experience with property management system an asset

• Well organized self-starter

• Results-oriented with the ability to be flexible and work well under pressure

• Degree or Diploma in Hospitality Management is an asset

• Must be available days, evenings, weekend and holidays.

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.