Guest Services Manager

Are you Inspired by Adventure while wanting to live in the tall trees and salty seas of Canada's wild west coast? A unique, exciting job opportunity awaits you in one of the world's top destinations at Tofino Resort + Marina to lead our Guest Services team while welcoming and guiding our guests to an adventurous and enjoyable Tofino experience.   

To be a successful Guest Services Manager, you will need to have strong written and verbal communication, decision-making and organizational skills and experience with various OTA extranets. 

It is up to the Guest Services Manager to provide necessary training to all teammates working our Guest Service Operations. This include training employees in using computer systems, selling our downstream adventure offerings, applying guest services techniques and handling telephone inquiries. They will also explain all hotel policies and pricing to Guest Services staff. The Guest Services Manager will be involved with recruiting and reviewing applications for hiring new team members. 

Under the direction of the Hotel Operations Manager, the Guest Services Manager will:  

Job Description: 

• Overseeing the daily operations of Guest Services: including team schedule, room reservations, arrivals, departures, room assignments and groups 
• High level comprehension of all TRM products + additional offerings 
• Work directly with Hotel Operations Manager to ensure rate parity across all channels and effective yield management  
• Competitive analysis reporting 
• Achieve budgeted room occupancy and revenue targets 
• Be the contact person for all guests or team members who may be requiring immediate assistance from the Guest Services Manager, and/or follow up with guest concerns as necessary 
• Contribute and assist in creating a positive atmosphere for learning & development for the Guest Services Team Members 
• Be the liaison with wholesalers and third-party booking websites with reservations and account reconciliations (commissions, payments, etc.) 
• Accountability of transaction errors; liaising with the Accounting Department to ensure all errors are rectified 
• Completion of administrative responsibilities required to maintain the smooth operation of the Guest Services Department 
• Other duties as required