Guest Service Manager

Job summary

The Guest Service Manager directs front office activities, reservations, and guest services to ensure adherence to company standards and policies. They are responsible for maximizing occupancy and revenue while fostering a positive environment for both staff and guests.

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 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 SUMMATION: Submission of resume does not guarantee an interview or an actual 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 The Sandman Hotel Group, however, only those applicants we wish to interview will receive a reply to their application.** **ABSOLUTELY NO PHONE CALLS PLEASE** Sandman Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Group does not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Sandman Hotel Group takes seriously its obligations under the Human Rights Code. 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/(opens in a new tab). 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, reservations, and guest services to ensure adherence to company standards and policies. They are responsible for maximizing occupancy and revenue while fostering a positive environment for both staff and guests.

Requirements

Candidates must have previous hotel experience in a Rooms Division department and possess strong supervisory and computer skills. Excellent communication, organizational, and time management abilities are required to effectively lead the team and manage administrative duties.

Benefits

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

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Cash handling · Preferred
• Reporting · Preferred
• Team Leadership · Preferred
• Communication Skills · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred
• Forecasting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Hotel management
• Front office operations
• Customer service
• Team leadership
• Revenue management
• Forecasting
• Conflict resolution
• Microsoft Office Suite
• Communication skills
• Organizational skills
• Time management
• Supervisory skills
• Problem solving
• Cash handling
• Reporting
• Influencing Skills
• Workplace Inclusivity
• Influencing Without Authority
• Ethical Standards And Conduct
• Artificial Intelligence
• 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