Guest Service Manager (Term Position) Hilton Garden Inn Near Halifax Airport   Guest Service Manager (One Year Term Position) Job Description: Reporting to the General Manager and Director of Sales, as Guest Service Manager at the Hilton Garden Inn Halifax Airport you will be responsible for the Guest Services team in setting direction, achieving brand and property goals and managing the Guest Services departmental operations. To be the chosen candidate you will be dedicated to creating exceptional experiences for our guests by delivering and maintaining the highest quality service standards in the industry.   To develop a cohesive and motivated team to ensure the delivery of the highest possible level of guest service and satisfaction. Ensure high morale and productivity levels through staff planning, training, development To provide dynamic positive leadership and to ensure superior training programs are in place for all team members. Work closely with all employees to achieve continuous learning & training Focus on consistent delivery of Hilton’s Vision, Mission, and Values by all Guest Services team members Promote hotel policies and procedures;  support internal networks i.e. Health & Safety To ensure all Human Resource policies and practices are in place and routinely followed throughout the department. To ensure the safety and security of all hotel guests and personnel through strict adherence to the established Emergency Procedures and Policies. General administrative tasks:  scheduling, ordering, inventories Working closely with other departments to ensure exceptional service Answering guest inquiries in a timely and accurate manner Creating accurate reservations Ensure the smooth and efficient operation of the front desk and airport shuttle service  Clear and concise pass-on communication with colleagues and leaders in the department To ensure every aspect of the guest history and Hilton Honors programs are continually maintained and updated. To ensure an efficient and effective administration within the department in order to provide appropriate statistical information, to control costs and to protect budgeted profitability. To ensure revenue maximization in all areas in conjunction with Hotel Revenue Management team. To execute all reasonable additional assignments determined by Management personnel or Hotel guests. The Guest Service Manager is also responsible for the hotel shuttle drivers, night audit, and scheduling staff. Position Tasks Include but not limited to the following: SALES AND REVENUE Inventory Management Upselling Rates & Inventory Salesmanship / Revenue Focus Forecasting Special Promotion Knowledge Coordination of Packages   GUEST SERVICES Welcoming Groups Special Event Log Service Standards Efficient Reservation Handling Front Office Complaints Movie System Telephones Reception Desk Communicate Guest Needs Daily File Information Message System Manage Mail and Information Services Relocation Policy Ensure Guest Services Agents are familiar and prepared with incoming groups -Being proactive with Information Services GUEST RECOGNITION Guest Programs Lobby Service Anticipating Guests needs Luggage Storage Upgrading Rooming Guests and Blocking GUEST HISTORY Hilton Honors (Manage, Maintain, Update) Rates and Favors Guest Recognition Guest Programs Guest Profile Upgrading Handling of V.I.P.'s PERSONNEL PLANNING Cross Training Staff Empowerment Outside Training Staff Development Ensuring Human Resource policies are followed Uniforms Position Descriptions Front of House Profile Front Office Appearance Standards Staffing of Front of House Training Programs Hiring and Orientation Recruiting Performance Planning and Review Challenging / Coaching / Counseling Discipline Labour Controls Staff Meetings Supervisor Meetings Goal Setting Incentive Programs LEADERSHIP AND TRAINING Development of Training Tools Attitudes Motivation Planning, Conducting and Evaluating Training Front of House Profile Staff Empowerment COMMUNICATIONS Communication with Other Departments Attending Meetings Memos Staff Consultative Meeting Front Office Representation in Hotel Committees Team building Sales Liaison ADMINISTRATION Organization Budget Preparation Scheduling Statistics OnQ training Reservation System Guest Credit Applications No Shows Back Office Payroll Guest Accounts Billing Credit Policies EMERGENCY RESPONSE AND SECURITY Manager on Duty Safety Procedures Guest Security Emergency Procedures Key Security Systems  AUXILIARY Manager on Duty Working with Community Colleges and Universities to promote our industry Job Requirements: Previous supervisory experience is required Previous management experience is an asset Must be approachable, open-minded and possess excellent listening skills Must possess the skills to quickly, tactfully resolve and defuse guest and/or employee concerns and ensure the appropriate follow up is carried out Proven ability to effectively handle stressful situations, be receptive to change and increased demands Demonstrated ability to train, motivate and develop team members through own experience and passion for customer service High level of attention to detail Strong organization skills, ability to multi-task, prioritize and work in a fast paced environment Proven positive interaction skills Excellent written and verbal communication skills Strong team player Multi-tasking proficiency Ability to work with limited supervision  Positive and professional demeanor Must have computer experience [including but not limited to: Microsoft Windows, Excel, Word and property management systems (OnQ training an asset)] Minimum of 2 years in a front line customer service environment Previous Guest Service/Front Desk experience required Post secondary education in Tourism and Hospitality or equivalent hotel experience an asset. Must be able to work a variety of shifts inclusive of evenings, weekends, holidays and occasional overnights.   Company Benefits: Excellent travel benefits with over 3000 hotels worldwide Paid group insurance plan Free Staff Parking MetroX Bus stops just outside hotel entrance   Management Position? Yes   Entry- Level Position? Management   Work Permit Needed? Applicants who do not already have legal permission to work in Canada will not be considered.   Job Available: Immediately   Employer: Hilton Garden Inn Halifax Airport   How to Apply:             Fax: 902-873-1800             E-mail: richard.taylor@hilton.com             Phone: No phone calls please * Closing date for applications is Monday December 7, 2015.  *Internal applicants please notify your manager prior to submitting your application. * Possible permanent employment within Manga Hotels to be offered to the right candidate. How to Apply Contact Name: Rich Taylor Mailing Address: 200 Pratt and Whitley Dr Phone: 9025763056 Email: richard.taylor@hilton.com