Job Overview

The Guest Services Manager oversees the day-to-day operations of the Guest Services department at our clients Inn in Souris, PEI. The Guest Services Manager exemplifies a five-star service culture and acts as a first point of contact for guests.

Duties

• Hire, onboard, and train new employees for the Guest Services department.
• Manage the Guest Services department, including performance feedback, conflict resolution, team-building activities, processing time-off requests, managing schedules, and conducting disciplinary actions.
• Create and manage Standard Operating Procedures and checklists for the Guest Services department and delegate tasks effectively.
• Ensure departmental compliance with Company-wide policies and five-star hospitality standards; lead by example for other team members.
• Handle guest complaints and run occupancy reports.
• Manage group bookings.
• Forecast future departmental needs, including staffing.
• Maintain inventory counts of front desk supplies.
• Run the front desk as needed: answer calls, emails, and requests from guests; manage daily room bookings; process room charges, among other clerical duties.
• Other duties as required.

Qualifications

• Post-secondary education in Tourism & Hospitality Management, Business Administration, Marketing, or a related field.
• Responsible Beverage Server certification.
• Mental Health First Aid and Standard First Aid certifications, if not already achieved, will be provided by the Company.
• Leadership training is an asset.
• Three years’ experience working in hospitality.
• Preference will be given to those with experience working at hotels with attached restaurants.
• Two years’ experience working in a supervisory role.
• Two years’ experience working in marketing or sales.
• Proficient with email and productivity software such as Microsoft Office and Google.
• Critical thinker and does not present a problem without a solution.
• Takes initiative; spearheads issues and projects with a sense of urgency and an open mind.
• Comfortable delegating tasks and giving directives; collaborates and communicates effectively with team members.
• Works well under pressure.
• Maintains confidentiality and embodies our corporate values.
• Self-motivated and manages their own work schedule.
• Possesses attention to detail and time management skills.
• Exhibits a strong professional and positive attitude consistent with the standards of a world-class hospitality business.
• Demonstrates flexibility and a willingness to learn & improve.