Job Guest Services Manager in Vancouver

Reporting directly to the General Manager, the Manager, Guest Experience leads the Front Office and Breakfast departments, and works collaboratively with the other members of the leadership team to achieve success in alignment with the hotel’s strategic, operational and financial objectives.

The Manager, Guest Experience excels in team building and the development of results orientated, effective, efficient, and motivated team members. This position is a mentor and coach ensuring a keen eye on the development and support of future talent. This position represents the Company with integrity while promoting the Company within their local market.

What’s in it for you?

• Discount to Marriott branded hotels worldwide and a friends and family discount
• Paid education & training
• Above market extended health benefits
• RRSP Matching
• Wellness Days

Major Responsibilities

• Manage and coordinate the daily activities of the Front Office and Breakfast team to ensure guest satisfaction.
• Schedule employees in accordance with forecasted occupancy; adjusting staffing needs as deemed necessary.
• Displays a positive attitude, maintain enthusiasm, and celebrate success by recognizing and rewarding top performers.
• Assure guest satisfaction and maximize room revenue by leading the departments and implementing established strategic plans.
• Monitor room rates in conjunction with the Revenue Manager while being aware of our competitors’ rates.
• Provide effective key control and participate in matters relating to guest room security.
• Monitor customer feedback from all channels; identify problem areas and formulate solutions.
• Oversee inventory, purchasing and disbursement for all operating supplies and food & beverage inventory.
• Maintain safe working conditions within department and hotel by ensuring that all employees follow safety rules and procedures thus reducing accidents and incidents
• Analyze property operations on a daily, weekly, and monthly basis ensuring effective and efficient management practices are in place.
• Communicate and problem solve effectively, finding solutions that are beneficial to guests, associates, and the organization.
• Employee recruitment, training, engagement, and professional development.
• Conduct effective employee meetings communicate, and monitor achievement of standards of performance on a timely basis.
• Provides effective Departmental leadership and conducts Personal Performance Reviews for Front Office and Breakfast department associates.
• Manage lost/found item with policies, standards, and procedures.
• Commit to “green” hotel, actively participate in organizational initiatives as well as seek out opportunities to reduce, reuse, and recycle; cognizant and compliant with OH&S related requirements and standards.
• Joint chair the Health and Safety committee.
• Communicates, coaches, and enforces policies, priorities, procedures, and administrative standards.
• Ensure relevant operational procedures and training are up to date.
  Performs administrative duties including reading and writing reports, communicating with guests, managers, corporate office, associates, etc.
• Other projects and duties as assigned.