Guest Services Manager

Guest Services Manager
Job Number # 
16501
Employer 
Black Rock Oceanfront Resort
Job Location(s) 
Ucluelet
Number of Positions 
1
Date Posted 
Jun 26, 2017
Apply By 
Jul 05, 2017
Start Date 
ASAP
Schedule 
Full Time
Hours 
Year Round. Must be flexible, available evenings, weekends, and holidays
Wage 
Salary. MSP, Extended Medical/Dental Coverage
NOC Code 
6525
Source 
Employer
Details 
  • Coordinates all aspects of Guest Services.
  • Seeks feedback on guest satisfaction; resolving problems in accordance with our Mission, Vision, & Values
  • Manages the Standard Operating Procedures’ process in relation to policies, procedures, training & systems relating to Guest Services.
  • Involved in the hiring, on boarding, training, evaluation, discipline, and mentorship process with all Guest Services Associates, which include Guest Services Agents, Night Auditors, Security Agents, Concierges and Bell
  • Harvests a cooperative team spirit by listening, coaching, providing positive feedback, sharing experiences & developing others.
  • Conducts ongoing staff meetings and maintains regular operations communication
  • Schedule staff ensuring a balance exists between guest service and fiscal responsibility
  • Forecast, implement, monitor, control and report on the budget and its various components (labour cost, inventory etc.) to maximize revenue and minimize expenses. Ensure appropriate controls are in place to prevent misuse of supplies and resources.
  • Ensure the Guests services team always has the tools to do their job
  • Ensure group masters and rooming lists are accurate in conjunction with the Sales team
  • Ensure packaging details are entered and serviced accurately while being web maximized
  • Train and coach selling techniques and strategies for the Guest Services Team
  • Update our rates and availability on Booking.com, Expedia, Tourism Tofino and PRVC
  • Update and monitor stay controls, selling strategies, guarantees, deposits, in house selling calendar, cancellations, & no shows
Qualifications 
  • Previous Hospitality Management required, Guest Services or Housekeeping
  • Education in Hospitality Management preferred
  • Excellent verbal, listening, and written communication skills
  • Excellent organizational skills
  • Excellent teacher and mentor
  • Revenue management and maximization

 

How to Apply 

Submit a detailed cover letter and resume to careers@blackrockresort.com