Team Lead Guest Services
- AB, Canada
- Calgary, AB, T3B 6K3, Canada
Full-time
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Job details
- Job type
- Full-time
- Posting language
- English
- Posted
Original job description
Reporting to the Guest Services Manager, the Guest Services Team Leader is responsible for ensuring the highest level of guest service and that standards are maintained for all positions within the front office while on duty.
WHAT YOU'LL DO
- Oversee shift operations for the front office department while on duty ensuring a smooth operation and the highest level of guest satisfaction
- Train, coach and mentors employees. Creates an environment that allows employees to achieve job fulfillment
- Distribute tasks, coordinate workflow for the department to ensure on-time delivery and efficient performance on all duties
- Seek feedback on guest satisfaction and resolves problems in accordance with our mission statement
- Effectively maximize inventory levels during high occupancy/sold out nights
- Monitor standards, details, policies and procedures
- Know all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for the handling of the fire panel. Makes sure all employees follow these procedures to ensure guest safety. Promotes a safe working environment
- Maintain a high level of professionalism in all aspects of job performance
- Consistently demonstrate a commitment to personal guest service excellence
- Comply with the Germain Hotels policies, procedures and code of ethics
- Perform any and all other tasks which are assigned by management
WHAT YOU'LL BRING
- Hospitality diploma / degree or equivalent experience
- Problem solving skills, as well as the ability to work quickly and multi-task
- Excellent customer service and communication skills
- Supervisory experience an asset
- Able to work in a team environment
- Excellent verbal et written communication
- A second language an asset
WHAT WE OFFER
- A percentage of the group insurance is paid by the employer for full time employees
- Promotional rate to discover Germain Hotels properties through Canada
- Opportunities to develop your career within a growing company across Canada
- Access to the hotel gym
- Employee referral program
- Employee Assistance Program for team member and their family
More about this job
Responsibilities
Oversee front office shift operations, coordinate tasks and workflow, and maintain service standards to ensure guest satisfaction and efficient performance. Train and coach employees, resolve guest concerns, manage inventory during high occupancy, and ensure staff follow safety and emergency procedures.
Requirements
A hospitality diploma, degree, or equivalent experience is requested, along with strong problem-solving, customer service, and communication skills. The role requires the ability to work quickly, multitask, and collaborate with a team; supervisory experience and a second language are assets.
Skills
- Guest Service
- Front Office Operations
- Team Leadership
- Employee Training and Coaching
- Workflow Coordination
- Problem Solving
- Multitasking
- Customer Service
- Communication
- Guest Satisfaction
- Inventory Management
- Emergency Procedures
- Crisis Management
- Teamwork
- Professionalism
Benefits
- Employer-Paid Portion of Group Insurance
- Promotional Rates at Germain Hotels Properties
- Career Development Opportunities
- Access to Hotel Gym
- Employee Referral Program
- Employee Assistance Program
Visa sponsorship
Not detected in the job text
Categories
- Hospitality
- Management & Leadership
- Customer Service & Support
- Security & Safety
Keywords
- Guest Services
- Hospitality
- Front Office
- Guest Satisfaction
- Shift Operations
- Employee Training
- Coaching
- Workflow Coordination
- Problem Solving
- Customer Service
- Communication
- Inventory Management
- High Occupancy
- Policies and Procedures
- Emergency Procedures
- Fire Safety
- Crisis Management
- Workplace Safety
- Supervisory Experience
- Teamwork