Guest Service Manager
Atlantica Hotel Halifax
Halifax
We are searching for a dynamic leader who is passionate about creating exceptional Guest experiences and is ready to take their career to the next level!  The successful applicant will have progressive leadership experience in rooms division to include Guest Services, Reservations and Night Audit.

RESPONSIBILITIES:
Reporting to the General Manager, the Guest Service Manager will co-ordinate and supervise the activities of the Guest Services, Reservations and Night Audit to ensure all operational and service procedures are adhered to in order to maximize guest service, revenue, efficiency, and employee morale.  Additional accounting duties may be assigned as necessary.  Responsibilities include, but are not limited to the following:
• Maximize internal and external guest satisfaction by ensuring a high level of quality of product and service through continuous training and quality assessment.
• Maximize occupancy and average rate through effective inventory management, and superior selling strategies.
• Must demonstrate proven revenue management skills through inventory and rate controls.
• Solicit feedback on guest satisfaction and resolve problem situations in a timely manner in accordance with hotel and Marriott brand standards.
• Must be a hands-on teacher, provide leadership and co-ordinate the operation of Front Desk, Housekeeping and Night Audit, while working closely with all other areas to continually seek ways to enhance the guest and colleague experience.
• Ensure the effective utilization and productivity of all employees through on-going coaching, timely completion of annual and probationary reviews, staff planning, hiring, scheduling, and training and development.
• Update job descriptions, operating procedures, training programs, standards, policies and procedures, to reflect the changes in the business.
• Ordering, receiving and conducting Inventory of all Guest / Housekeeping supplies.
• Establish and maintain high standards of physical product.
• Keeps up-to-date records on labour cost, personnel, invoices, inventories, repairs, special cleaning, inspections, lost and found items, accidents, etc.
• Respond to and direct emergency situations as required, and work with other managers to co-ordinate continuous improvement in areas of fire safety, emergency and general crisis management procedures.
• Must be a champion with internal programs such as Guest Rewards, Guest Feedback and Incentive initiatives.
• Actively participate in all required meetings.
• Monitor and maintain rate strategies determined by Revenue Management Team through the use of Revenue Management Program.  
• To provide means of generating revenue for the hotel in order to maximize profitability.  Responsibilities include, but are not limited to:
• Maintain control of all group bookings and work closely with Sales Department to provide guest satisfaction.
• Practice effective yield management.
• Coordinate Daily Strategy Meetings
• Forecasting of room revenue
• Inventory balancing / overbooking
• Represent hotel to provide a positive image.
• Frequently work Manager on Duty Shifts as required.
• Provide hands on support for the team during peak periods to include evenings, weekends and holidays.
• Assist with payroll, accounts receivable, and other Accounting duties as required.
• Any other duties or projects as assigned by the General Manager.

 
EXPERIENCE, SKILLS & EDUCATIONAL REQUIREMENTS:

 
• Progressive leadership experience in Guest Services with operational knowledge Reservations and Night Audit.
• Diploma or degree from a recognized hospitality management program or equivalent experience.
• Highly motivated, with a passion for service.
• Organized and results-oriented, with the ability to be flexible and work well under pressure, in a fast-paced changing environment.
• Very strong leadership skills.
• Self-starter.  Able to make decisions and allow employees to be empowered to provide excellent services.
• Strong team player.  Able to work closely with peers and keep employees motivated.
• Ability to work a variety of shifts to include evenings, weekends and holidays.
• Strong time management skills.
• Excellent written and spoken communication skills.
• Proven technical skills - using troubleshooting skills to work through computer, printer and software issues.
• Must have superior computer skills including Microsoft Office, Internet, Social Media, email and Smartphone.
• Working knowledge of a hotel Property Management System is an asset



 
How to Apply
Contact Name: David Clark
Mailing Address: 1980 Robie St. Halifax, NS B3H 3G5
Phone: 902.423.1161
Email: dclark@atlanticahalifax.com
Website: https://www.atlanticahotelhalifax.com/
Print Back