Guest Services Manager
Hampton Inn and Homewood Suites by Hilton Halifax Downtown
1960 Brunswick Street
We are looking for a Guest Services Manager at the Hampton Inn and Homewood Suites by Hilton Halifax Downtown.

We offer a competitive hourly rate, comprehensive benefits package, incentives, travel discounts world-wide, employee assistance program, training and development, fun activities and more. Want to be a part of a great team?

Guest Service Manager reports to the General Manager and is responsible to lead and champion the Guest Services Department in the Hotel by maximizing hotel revenues and optimizing guest satisfaction

Duties & Responsibilities:
• Provide leadership, training and support to department associates, with respect to all Guest Services duties and processes.  
• Actively participate in, coach and lead Associates, in guest problem resolution processes, to ensure that guest service opportunities are resolved quickly and addressed effectively.
• Lead, motivate and coach departmental associates in order to maximize employee productivity and satisfaction.  This would include ensuring incentive programs are in place when required.  
• Promote and encourage inter departmental cooperation and communication so that customer service and overall guest satisfaction is at an optimum.
• Practice the fundamental principles of revenue management and utilizes revenue management techniques in order to maximize occupancy and average rates while maintaining a high quality of guest service.
• Ensure accuracy of room block assignments, arrangements for special requests, VIP accommodations, and distribute the VIP lists.
• As a contributing member of the Hotel RevMax Team, play a key role in implementing strategies for transient and 3rd party website positioning and attend Sales and RevMax meetings as required. 
• Assist in ensuring that SilverBirch Hotels & Resorts Brand Reservations and all booking channels are up to date and accurate to ensure that rate parity is maintained.
• Effectively communicate rate strategies and revenue expectations to the Front Office and Reservations Departments, so that maximum revenue potential for each day is realized.
• Work closely with and communicate with Sales; keep them informed of group booking status. Maintain room rate control and availability status.
• Train and monitor Rewards Program requirements to ensure they are meeting standard and objectives. 
• Other related duties as assigned.

Skills, Knowledge and Abilities Required:
• Self-starter with initiative to see assignments through to completion.
• Able to work independently to complete and prioritize routine tasks, with strong organizational skills.
• Strong ability to prioritize tasks, with attention to detail and strong analytical skills.
• Excellent verbal and written communication skills, with strong customer service focus and problem resolution skills.  
• Excellent leader and coach who has a passion to bring out the best in their teammates and themselves.

Working Conditions:
• Primarily in an office environment – sometimes exposed to frequently open doors to the outside.
• Required to stand for long periods of time (majority of shift).
• Variety of shifts that include days, afternoons, nights, weekends and holidays.

Experience, Training and Education (demonstrating requirements):
• Minimum three (3) years of experience in Guest Service Experience.
• Excellent skills in Microsoft Word, Excel, network systems required.

If you are interested in joining our great team, we want to hear from you! 
Please send your resume to:
Human Resources
If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts
•does not require job applicants to pay a fee for a job application or opportunity; and
•does not make unsolicited offers of employment.
If you have been approached by any entity engaging in such practices who claims to represent SilverBirch Hotels & Resorts, please advise us immediately by email at and contact either the Canadian Anti-Fraud Call Centre at 1-888-495-8501 or the Royal Canadian Mounted Police.
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