Key Responsibilities

Reporting to the Guest Services Manager or designate, you will:

• Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager;
• Acts as a role model in the service vision and standards of the Guest Services Team;
• Supervises the registration and check-out of guests including processing customer payments, and supporting team members as necessary;
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;
• Verifies that accurate room status information is maintained and properly communicated;
• Resolves guest problems quickly, efficiently, and courteously;
• Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews, and training for all Guest Services team members;
• Understands and comply with all health and safety rules, regulations, and laws.  Report unsafe acts or hazardous conditions to ensure department equipment is maintained and operated in a safe manner;
• Acts as a health and safety leader on the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participates in fire safety plan;
• Performs other duties as assigned including assisting team members with their roles during peak periods.

Qualifications

• Previous supervisory responsibilities preferred in a customer-facing and/or hospitality position;
• Highly interpersonal; comfortable engaging with all guests, visitors, vendors, and team members;
• Thrives in a fast-paced high-pressure environment-maintaining composure and objectivity;
• Demonstrated ability to interact in a team environment with several divisions/departments
• Excellent written and verbal communication skills are essential;
• Computer literate in property operating systems such as Opera, and Maestro., as well as being proficient in MS Office (Word, Excel, PowerPoint) is an asset;
• Ability to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management and the operations