Sundial Boutique Hotel - Whistler, British Columbia, V0N 1B4, Canada

Guest Services Manager, Front Office

Title: Guest Services Manager, Front Office

Reports to: Director of Operations

COMPANY SUMMARY:

Sundial Management Inc. is responsible for the successful management of Sundial Boutique Hotel as well as various suites within Carleton Lodge. Collectively as one unified team we are guided as follows:

Mission

Always ensuring an exceptional, personal and memorable experience

Vision

We are admired by our guests as an exceptional place to stay and by our employees as a great place to work. Our operational effectiveness and guest service levels set a standard for the industry that others want to emulate.

Our guests and owners enjoy outstanding personal service provided by exceptional employees who all embody the values of excellence, innovation, respect, teamwork and enthusiasm.

SUMMARY OF POSITION:

As an ambassador and Representative of Sundial Management Inc., the Guest Service Manager is responsible for the Leadership of all Guest Service aspects of Sundial Management Inc.. The Guest Service Manager primary responsibilities include guiding and directing all tasks, which impact the guest arrival and departure process. This includes all activities from the moment of guest reservation to arrival at the entrance of the hotel, through check-in and up to final departure from the hotel.

Your responsibility is more global than your job description – you will be trained in every relevant area of the company operations and can expect to work in all roles in any department as required to provide seamless exceptional service

DUTIES & RESPONSIBILITIES:

Leadership:

  • Leads operational effectiveness and guest satisfaction activities of the Guest Services Department.
  • Ensure guest, employee, and owner satisfaction and make prompt decisions based on the interests of all three parties.
  • Maintain continuous liaison between Management, Maintenance, Housekeeping and Guest Services to guarantee that guests are receiving quality services that exceed their expectations.
  • Resolves conflict effectively.
  • Promote teamwork, employee motivation, and morale.
  • Perform all recruiting/hiring for the department.
  • Coordinate the offer letters, contracts and payroll information for all new employees in the department.
  • Manage the orientation, training and coaching for all members of the department.
  • Ensure benefits information is available to all employees.
  • Ensure On-boarding best practices are implemented for each new hire.
  • Administers performance management when required.
  • Conduct regular 1 on 1 meetings with each staff member in the department to review performance and development.
  • Conduct annual performance reviews for the department.
  • Manage the exit process by completing the last day check list and collecting an exit interview from departing employees.
  • Exemplify and uphold all company policies and procedures.
  • Sets Goals & Objectives Annually in the areas of personal leadership development, employee satisfaction, guest satisfaction, and financial performance.
  • Reviews departmental strategies to ensure continued productivity.

Guest Satisfaction:

  • Reports to General Manager with extraordinary guest issues.
  • Consistently delivers excellence in guest services using Sundial’s Guest Service Philosophy: Connect, Assist, Exceed.
  • Leads and supports guest service recovery strategies.
  • Have a thorough knowledge of the Guest Services Procedures Manual and use when training Guest Service Representatives on proper policies and procedures.
  • Review Guest Services Procedures Manual on a monthly basis to ensure policies and procedures are up to date.
  • Provides training, tools and support to ensure employees can deliver great guest service.
  • Be involved in developing and empowering Guest Service Representatives to effectively deal with guest concerns.
  • Works with all front desk agents in training and ensuring Sundial Management reservation standards are maintained at all times.
  • Constantly review reservations made by Guest Service Representatives and make changes and training where necessary.
  • Oversees, administers and participates in Manager on Duty and Lobby support programs.
  • Monitors owner usage. Communicates Owner arrivals to General Manager and Operations team.
  • Understands and educates employees on RDP (hotel reservation software) and review periodically any updates that may have occurred with the software.

Financial Management:

  • Oversee forecasting and budgeting in the Front Office.
  • Complete scheduling of employees within the scope of the Front Office.
  • Works with Sales to set reservation conversion goals and ensure incremental increases are made monthly.
  • Works with sales to maximize revenue through aggressive up selling and evaluating the rate strategies to obtain the highest average rate.
  • Review availability daily and weekly to ensure yielding has been completed to maximize revenue and fill in reservation gaps.
  • Daily track and log all incentive programs.
  • Works with Sales to determine daily up sell and walk-in strategy.
  • Actively participate in Revenue Committee meetings.
  • Ensure all group resume information and group billing is performed as necessary.
  • Oversee and Monitor key and cash controls.

Administration and Operations:

  • Reports to Director of Operations with extraordinary issues and day-to-day operations updates.
  • Compiles and reports information on departmental activity and expenses.
  • Provides information to Housekeeping and Maintenance on special requests for guest arrivals.
  • Send weekly VIP and Owner report to Senior Management.
  • Responsible for the proper scheduling of staff and work according to forecasted occupancy.
  • Reports to Director of Operations with extraordinary issues and day-to-day operations updates.
  • Provides weekly departmental activity report to Director of Operations.
  • Attends and is prepared for weekly 1 on 1 meetings with Director of Operations.
  • Attends and is prepared for weekly Operations meetings.
  • Ensures payroll (ADP) is approved and submitted to the Director of Finance on every Monday following a regular pay period.

PERFORMANCE EXPECTATIONS:

  • Exemplify the Company core values
  • Follow company vision and mission statement, service philosophies, guiding principles, and policies and procedures.
  • Arrive on time for work and meetings, being respectful of all Sundial Management Inc. employees
  • Support and exemplify the best interests of the company at all times
  • Assist others at every opportunity; regardless of position, department or area of responsibility
  • Keep commitments and meet deadlines
  • Return phone calls on same day if messages left before 2pm
  • Respond to all calls not returned on same day by 10am the next business day
  • Respond to all other contact (faxes, emails) within 24 hours
  • Utilize Appropriate and Professional Business Language in all forms of communication both external and internal
  • Maintain the confidentiality of all office discussions, payroll, Human Resources, Owner relations and financial matters

Reservations