Guest Service Manager

Job summary

The Guest Service Manager directs front office activities, manages reservations, and ensures adherence to company standards to maximize occupancy and revenue. They also provide personalized guest service, supervise staff, and handle administrative duties including reporting and emergency response.

Job details

Proud to be 100% Canadian-owned, Northland Properties' are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests. We are seeking a dynamic Guest Service Manager to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics and are extremely results driven. Join our team and enjoy the many benefits of working for Canada's fastest-growing, privately-owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. If you are looking for a future career in hospitality, then the Sandman Hotel Group is for you. JOB REQUIREMENTS: The ability to direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Sandman Hotel Group standards, policies and procedures in conjunction with the Front Office Manager. Must ensure that all personnel are kept well informed of department objectives and policies. The ability to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. The ability to develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service. The ability to support Sandman Hotel Group philosophy towards employee development, morale and institute programs to ensure the effectiveness and promotion of the philosophy in within the Rooms Division. The ability to respond properly and take a supervisory role in any hotel emergency or safety situation. Manage all administrational duties as specified by the Company Must be available to work weekend, evenings, holidays DUTIES: Responsible for checking guests in and out of the Hotel. Issues room keys, pamphlets, discount cards, etc. Answers various questions from guests and arranges transportation for guests. Computes bills, collects payment and makes change for guests. Runs various reports on the computer for management. Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift. Print updated in-house, arrival, departure, and room status reports every two hours Check all unresolved departures. Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day. Complete welcome calls. Clean and tidy front desk area. Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties. Refer all inquiries to the appropriate individuals, divisions, or departments across the organization. As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions. Provide information to staff and/or clients about special activities. APPLICABLE SKILLS: Have previous hotel experience, specifically in the Rooms Division Department. Demonstrate supervisor skills; good judgment and common sense. Computer literate with knowledge of a variety of computer software applications, including the Microsoft Office Suite. Superior written and oral communication skills. Excellent organizational and time management skills, with the ability to set priorities for self and others. We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work. BENEFITS Rewards, Recognition, Team Events & Milestone Awards Team Member and Friends & Family Hotel Discounts Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more! Discounts at Grouse Mountain & Revelstoke Mountain Resort Career Development, Training & Internal Promotion Opportunities Employee & Family Assistance Program (Mental Health, Legal & Financial Support) Employee Referral Bonus Program RRSP Matching Program Extended Health, Dental, Vision & Life Insurance Complimentary Hotel Stays Tuition Credit Program Supportive, Inclusive Workplace Culture At Northland Properties Corporation (NPC), we are committed to building a network of talented professionals who can help to provide exceptional hospitality experiences. As an equal opportunity employer, we are constantly seeking motivated and enthusiastic individuals to join us in various fields, including Construction, Finance, IT, HR, Marketing, and Support Center. To join our dedicated team and be a part of our thriving hospitality community, explore the exciting career opportunities available at https://northland.ca/careers/ Submission of resume does not guarantee an interview or transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required. You must be legally entitled to work in Canada to apply as the employer does not have a Labour Market Impact Assessment (LMIA) that would support a foreign worker. Applications will not be accepted via email or in person. We thank all applicants for their interest in Career opportunities with Company, however, only those applicants we wish to interview will receive a reply to their application. NPC uses AI enabled tools to assist with application management. All hiring decisions are made by people. We do not use AI to screen, assess or select applicants for this posting. NPC is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. NPC does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Accommodations are available at any stage of the recruitment process upon request. If you need support, please email humanresources@northland.ca. NPC takes seriously its obligations under the Human Rights Code

What you’ll do

The Guest Service Manager directs front office activities, manages reservations, and ensures adherence to company standards to maximize occupancy and revenue. They also provide personalized guest service, supervise staff, and handle administrative duties including reporting and emergency response.

Requirements

Candidates must have previous hotel experience in the Rooms Division and possess strong supervisory, organizational, and computer skills. The role requires the ability to work flexible schedules including weekends, evenings, and holidays.

Benefits

• Rewards and recognition
• Team events
• Milestone awards
• Hotel discounts
• Restaurant dining discounts
• Grouse mountain discounts
• Revelstoke mountain resort discounts
• Career development
• Training
• Internal promotion opportunities
• Employee and family assistance program
• RRSP matching program
• Extended health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Complimentary hotel stays
• Tuition credit program

Listed skills

• Customer service · Preferred
• Forecasting · Preferred
• Microsoft Office Suite · Preferred
• Communication Skills · Preferred
• Time management · Preferred
• Conflict Resolution · Preferred
• Team Leadership · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Front office management
• Customer service
• Supervisory skills
• Revenue management
• Forecasting
• Microsoft office suite
• Communication skills
• Organizational skills
• Time management
• Conflict resolution
• Emergency response
• Administrative duties
• Team leadership
• Problem solving
• Attention to detail
• Influencing Skills
• Workplace Inclusivity
• Ethical Standards And Conduct
• Application Lifecycle Management
• Asset Management
• Mental Health
• Management
• Housekeeping
• Customer Service
• Computer Literacy
• Training And Development
• Finance
• Sales
• Front Office
• Marketing
• Impact Assessment
• Labor Economics
• Microsoft Office
• Restaurant Operation
• Time Management
• Verbal Communication Skills
• Team Oriented
• Reservations
• Enthusiasm

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support
• Administrative
• Guest Services Manager
• Hotel Manager
• Hotel Managers
• Lodging Managers

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