Assistant Guest Services Manager

Rate of Pay: Salary

THIS JOB IS LOCATED IN KANANASKIS, AB. SUBSIDIZED STAFF HOUSING IS AVAILABLE.

Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699

Start a new Adventure while working for an Autograph by Marriott resort located in the heart of the iconic Canadian Rockies! The Kananaskis Mountain Lodge is surrounded by untouched beauty and rugged mountain peaks, offering a once-in-a-lifetime opportunity for those seeking a culture that offers a work-hard, play-hard mantra, an empowering workplace, industry-best perks and benefits, and amazing development opportunities for those looking to grow a career. Join the Marriott family today!

The Role:

As the Assistant Guest Services Manager, you will be responsible for overseeing the Bell operations. You will be responsible for managing a team of supervisors and associates and will report directly to the Front Office Manager. We are looking for a dynamic leader who is excited about change, and developing an engaging team. The role requires flexibility with hours and the ability to work in a fast paced environment. The Assistant Guest Services Manager will be responsible for enhancing our Arrival / departure experience through coaching, training, and leadership. They will report directly to the Front Office Manager. The expectation of the Assistant Guest Services Manager is to lead from the front and help enhance the guest experience by providing exceptional service.

Job Duties:

• Manage the day-to-day operations of the Bell Team, schedule, plan and assign tasks in an efficient manner. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedure.
• Create an Authentically Canadian arrival experience that exceeds our Autograph Standards, fostering a culture where all employees are empowered to provide our guests any services they request.
• Ensure staff is trained on systems and service standards and they have the tools and equipment needed to provided guest excellence.
• Responsible for ensuring that guest inquiries are addressed in a timely manner, upon arrival, as well as throughout their stay and upon departure
• Ensure the Bell Team is greeting guests upon arrival
• Create an atmosphere of contagious learning and job fulfillment in support of our employee engagement goals
• We expect our leaders to lead from the front and help enhance the guest experience by providing exceptional service, actively seeking feedback from guests and employees alike.
• Follow up and take action to improve guest satisfaction scores and develop and implement plans to achieve established departmental goals.
• Responsible for the cleanliness and upkeep of all resort vehicles, ensuring any safety or maintenance concerns are reported immediately.
• Working on the floor during peak coverage times (avg. 80% of time spent on floor)
• Knowledge of the hotel property, it's amenities, transportation, shuttles and any activities in and around the hotel
• Achieve department revenue goals, including inventory and labor costs
• Review and Respond to Guest Satisfaction Surveys and follow up on areas of improvement
• Provide VIP arrival support, manage communication to ensure exceptional guest experience
• Communicate through pre-shift pass-ons, emails and departmental meeting any information that is pertinent for the respective shift and hotel operations
• Work closely with the Front Office for arrivals, departures and management of the lobby
• Creates and amends schedule for Guest Services department
• Scheduling of shuttles for guests and staff
• Driving our parking and shuttle revenue goals
• Performance management & bi-annual reviews for all team members
• Other responsibilities or duties as assigned

Employment Experience and Educational Requirements:

• Minimum 1 year leadership experience in the Front Office or Guest Services
• Must be in possession of an Alberta Motor Vehicle Operator's License. A Class 4 and class 5 driver's license is required, in order to be able to assist with Resort Shuttle operations.
• Must be able to drive manual and be able to drive a standard vehicle is an asset.
• Degree or Diploma in Hotel/Hospitality Management or related discipline is preferred
• Dynamic, enthusiastic and innovative leader who thrives under pressure
• A talent for service recovery, consistent guest follow up and follow through
• Proven time management skills with a strength for multitasking
• Impeccable written and verbal communication skills with a comfort for public speaking
• Organized and self-motivated, goal-oriented
• An understanding or desire to learn forecasting of labour, room expenses and revenues
• Knowledge of Kananaskis/Canadian Rockies/Alberta an asset
• Experience in using POS, Opera or related operating systems
• First Aid certification preferred

Amazing Perks:

• Marriott Employee Travel program providing you with discounted room rates and food and beverage discounts at any of Marriott's chain of hotels
• Personal days: 5 per year after 90 days of continued full-time employment
• Food and Beverage discounts at ALL 6 of our dining outlets
• Growth and development opportunities, both personal and professional
• Onsite staff accommodations which include a residence convenience store and employee gym
• One meal per day in our employee cafeteria (taxable benefit)
• Discounts on activities offered through our Activities Committee: Skydiving, Yoga, rafting, to name a few
• Shuttle access to Calgary and Canmore
• Health and Wellness benefits (some restrictions may apply)
• Vacation is accrued starting on your first day of work at a rate of 4% of your earnings
• Discounted access to our Nordic Spa
• Discounted Ski Pass and Golf rates*
• Kananaskis Parks Pass

Apply now or visit us to learn more information at www.livetheadventure.ab.ca

Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699

*Season Availability, subject to cut off dates.