Job Overview

The Guest Services Manager oversees the day-to-day operations of the Guest Services department at our clients Inn in Souris, PEI. The Guest Services Manager exemplifies a five-star service culture and acts as a first point of contact for guests.

Duties

• Hire, onboard, and train new employees for the Guest Services department.

• Manage the Guest Services department, including performance feedback, conflict resolution, team-building activities, processing time-off requests, managing schedules, and conducting disciplinary actions.

• Create and manage Standard Operating Procedures and checklists for the Guest Services department and delegate tasks effectively.

• Ensure departmental compliance with Company-wide policies and five-star hospitality standards; lead by example for other team members.

• Handle guest complaints and run occupancy reports.

• Manage group bookings.

• Forecast future departmental needs, including staffing.

• Maintain inventory counts of front desk supplies.

• Run the front desk as needed: answer calls, emails, and requests from guests; manage daily room bookings; process room charges, among other clerical duties.

• Other duties as required.

Qualifications

• Post-secondary education in Tourism & Hospitality Management, Business Administration, Marketing, or a related field.

• Responsible Beverage Server certification.

• Mental Health First Aid and Standard First Aid certifications, if not already achieved, will be provided by the Company.

• Leadership training is an asset.

• Three years' experience working in hospitality.

• Preference will be given to those with experience working at hotels with attached restaurants.

• Two years' experience working in a supervisory role.

• Two years' experience working in marketing or sales.

• Proficient with email and productivity software such as Microsoft Office and Google.

• Critical thinker and does not present a problem without a solution.

• Takes initiative; spearheads issues and projects with a sense of urgency and an open mind.

• Comfortable delegating tasks and giving directives; collaborates and communicates effectively with team members.

• Works well under pressure.

• Maintains confidentiality and embodies our corporate values.

• Self-motivated and manages their own work schedule.

• Possesses attention to detail and time management skills.

• Exhibits a strong professional and positive attitude consistent with the standards of a world-class hospitality business.

• Demonstrates flexibility and a willingness to learn & improve.