Job Posting

GUEST SERVICE MANAGER Cambridge Suites Hotel Halifax

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    Location Halifax, NS
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    Job Type Full Time
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    Start Date ASAP
  • people
    Number of Positions 1
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    Job Status Hotel – Manager

THE OPPORTUNITY:

GUEST SERVICE MANAGER (The Prince George Hotel and Cambridge Suites Halifax)

REPORTS TO DIRECTOR OF OPERATIONS

THE COMPANY:

 Passion Drives Performance.  InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration.  A nimble team where everyone has a voice at the table and an opportunity to pursue their passions.  Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada.  In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada.  InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

THE ROLE:

The Guest Service Manager position is generally responsible for managing and coordinating the activities of all Front Office employees (guest registration, security, telephone services and night audit) to ensure guest satisfaction and maximizing hotel profitability.

ACTIVITIES:

The duties of the Guest Service Manager include, but are not limited to the following:

  • To encourage Guest Services / Reservations Sales Agents personnel to maximize revenue opportunities through same-day inventory management, accepting room reservations, upselling to arrivals and generally promoting a culture of revenue generation throughout the team.
  • To provide seamless guest service, ensuring the initial impact on guest arrivals imparts a sense of well-being and hospitality, and that this feeling is sustained through an impeccable standard of service, appearance, behavior, knowledge and accuracy among all Guest Service personnel.
  • To enhance guest experiences through leadership support of food & breakfast service team.
  • To actively communicate and deliver the highest of standards with a team approach by working closely with our operational leaders.
  • To provide each guest with instant eye contact and name recognition; the delivery of service excellence through actions, responses, decisions and communication which exceeds the anticipated and expressed expectations of all guests.
  • To promote professionalism and personal development through maintaining impeccable grooming standards, participation in committees, outside organizations, pursuing applicable educational and training opportunities, and supporting the initiatives of the Hotel.
  • To recruit and develop a committed and motivated team of supervisors and employees, ensuring the delivery of consistent standards through personal leadership, continuous training, coaching, performance review, discipline, reward and recognition.
  • To provide immediate positive action in response to complaints and failures in the hotel operation, and to develop decision-making skills in all Guest Services / reservations personnel to regain the loyalty of dissatisfied guests and to exceed the expectations of all guests, by providing coaching and encouragement at every available opportunity.
  • To ensure personalized recognition and reward for all returning guests.
  • To be fully credit-conscious in order to be decisive on exceptional guest credit requests, and to follow through on guest credit concerns for specific in-house accounts.
  • To be fully conversant and compliant at all times with emergency response standards, and to report on all incidents, accidents, near misses and safety hazards.
  • To effectively respond to all reasonable additional assignments determined by the Director or Operations or any member of the hotel leadership team.

COMPETENCIES WE ARE SEEKING:

  • Must have a minimum 2 years of experience as a Guest Service Supervisor or Manager in a hotel setting with a strong knowledge of Revenue Management and Guest Service
  • Degree or Diploma in Hotel and Restaurant Management, Hospitality, Business Administration, ore related major from an accredited educational institution is an asset
  • Opera PMS experience is an asset, must be knowledgeable with Microsoft Window applications and other computer related programs
  • Proven Team Leader, professional presentation and excellent working relationships with all team members and guests
  • Must have a flexible schedule and be able to work evenings, weekends and holidays

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.