Guest Service Manager
- Prince George, BC, Canada
$72,100.00 to $75,000 per annum · Full-time
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Job details
- Pay
- $72,100.00 to $75,000 per annum
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
We are looking for a Guest Service Manager to join our team!
We are looking for an experienced Guest Service Manager who enjoys leading and developing a team, creating exceptional guest experiences, working in a dynamic hotel environment, and driving strong service and operational results.
Job Description
As a Guest Service Manager, you are authorized to exceed guest expectations through the people you lead at the Front Desk, in the Breakfast Room and within the Clean Team - Housekeeping, Laundry and Janitorial. You will achieve excellence by leading and teaching your people to make business and service decisions that are focused on upholding the highest standards in guest and employee retention while delivering against key financial goals and performance metrics for the hotel. We commit to giving you the training, tools, support and feedback required to be successful; achieving excellence is up to you.
Pomeroy Perks
$72,100.00 to $75,000 per annum
Working Conditions
This position may include dayshift, afternoon, or evening shifts any day of the week or weekend. This position will require long periods of standing and may require lifting up to 30 lbs. and bending. There may be periods of independent work and brief periods of exposure to cold air due to the location of the front desk.
About Pomeroy Lodging
Pomeroy Lodging is Western Canada’s leader in hospitality and lodging. Driven to meet every need, we own and operate a comprehensive range of hotels and resorts throughout the West. Our investment goes well beyond the walls of our hotels and the land we build on. Pomeroy Lodging is committed to investing heavily in our people, properties, and communities.
We are looking for an experienced Guest Service Manager who enjoys leading and developing a team, creating exceptional guest experiences, working in a dynamic hotel environment, and driving strong service and operational results.
Job Description
As a Guest Service Manager, you are authorized to exceed guest expectations through the people you lead at the Front Desk, in the Breakfast Room and within the Clean Team - Housekeeping, Laundry and Janitorial. You will achieve excellence by leading and teaching your people to make business and service decisions that are focused on upholding the highest standards in guest and employee retention while delivering against key financial goals and performance metrics for the hotel. We commit to giving you the training, tools, support and feedback required to be successful; achieving excellence is up to you.
Pomeroy Perks
- Competitive wages and Health and Wellness benefit plan.
- Paid on-the-job training with additional learning opportunities.
- Growth and development opportunities, both personal and professional.
- Annual Performance Feedback Meetings with merit-based increase.
- Personal days: 5 per year after 90 days of continuous full-time employment.
- Pomeroy Stay Travel Program.
- Food and Beverage Discounts at Pomeroy owned restaurants based on location.
- Recognition Program.
- Cell Phone Allowance.
- Engaging Work Environment.
- Work Life Balance.
- Is visible in operations throughout the day; supporting quality first impressions at the front desk, lobby, and guest entrance.
- Maintains a friendly, attentive, and professional demeanor during all guest encounters and responds appropriately to guest complaints.
- Welcome each guest in a prompt and courteous manner as they enter the lobby through effective scheduling.
- Oversees and manages guest services operations, ensuring high levels of guest satisfaction.
- Develop and implement effective guest service strategies and procedures. Executes VIP arrival protocols.
- Collaborates with other departments to ensure seamless guest experiences throughout their stay.
- Provides their team with the resources, training, direction, coaching, and feedback required for their continuous development.
- Maintains their team’s knowledge of hotel room types, amenities, brand hallmarks, promotions, rate plans, and community amenities.
- Inspect guest rooms and public areas for cleanliness and maintenance issues; documents result and creates an action plan to rectify the problem.
- Ensures personally and guides their team to execute assigned deliverables in a manner that requires little or no follow-up regarding timeliness, scope, and quality.
- Assists in scheduling, payroll, and budgeting as required and ensures compliance with company policies and procedures.
- Protects self, co-workers, and guests against safety hazards; reports and documents incidents immediately.
- Minimum 2 to 3 years of experience in hospitality required.
- Minimum 1 year of experience in a leadership role in Front Office is an asset.
- Experience overseeing Front Desk, Housekeeping, and/or Food & Beverage is an asset.
- Post-secondary education in Hospitality, Tourism, Business, or a related field.
- Proven ability to coach, motivate, and develop high-performing teams.
- Strong knowledge of hotel operations and guest service standards.
- Strong communication, organizational, and problem-solving skills.
$72,100.00 to $75,000 per annum
Working Conditions
This position may include dayshift, afternoon, or evening shifts any day of the week or weekend. This position will require long periods of standing and may require lifting up to 30 lbs. and bending. There may be periods of independent work and brief periods of exposure to cold air due to the location of the front desk.
About Pomeroy Lodging
Pomeroy Lodging is Western Canada’s leader in hospitality and lodging. Driven to meet every need, we own and operate a comprehensive range of hotels and resorts throughout the West. Our investment goes well beyond the walls of our hotels and the land we build on. Pomeroy Lodging is committed to investing heavily in our people, properties, and communities.
More about this job
Responsibilities
Lead guest service operations across the front desk, breakfast room, housekeeping, laundry, and janitorial teams to deliver excellent guest experiences and meet hotel performance goals. Develop and coach employees, manage guest service procedures and VIP arrivals, inspect rooms and public areas, coordinate with other departments, and support scheduling, payroll, budgeting, and safety compliance.
Requirements
Requires at least 2 to 3 years of hospitality experience, with post-secondary education in hospitality, tourism, business, or a related field. Candidates should have strong hotel operations knowledge, communication and problem-solving skills, and the ability to coach and develop teams; front office leadership experience is an asset.
Skills
- Guest Service
- Team Leadership
- Team Coaching and Development
- Hotel Operations
- Guest Satisfaction
- Front Desk Operations
- Housekeeping Operations
- Food and Beverage Operations
- Guest Complaint Resolution
- Scheduling
- Payroll
- Budgeting
- Communication
- Organization
- Problem-Solving
- Safety Compliance
Benefits
- Competitive Wages
- Health and Wellness Benefit Plan
- Paid On-the-Job Training
- Learning Opportunities
- Growth and Development Opportunities
- Annual Performance Feedback Meetings
- Merit-Based Increases
- Personal Days
- Travel Program
- Food and Beverage Discounts
- Recognition Program
- Cell Phone Allowance
- Engaging Work Environment
- Work-Life Balance
Visa sponsorship
Not detected in the job text
Categories
- Hospitality
- Management & Leadership
- Customer Service & Support
- Food & Beverage
Keywords
- Hospitality
- Hotel Operations
- Guest Services
- Front Desk
- Housekeeping
- Laundry
- Janitorial
- Breakfast Room
- Guest Satisfaction
- Guest Retention
- Employee Retention
- VIP Arrival Protocols
- Guest Complaints
- Room Inspections
- Public Area Inspections
- Service Standards
- Team Development
- Coaching
- Scheduling
- Payroll
- Budgeting
- Performance Metrics
- Financial Goals
- Safety Compliance
- Hotel Amenities
- Rate Plans
- Promotions
- Community Amenities