| Guest Services Manager (Full Time Permanent) |
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| The Westin Nova Scotian |
| 1181 Hollis St, Halifax NS B3H 2P6 |
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Deep in the heart of downtown Halifax, The Westin Nova Scotian offers first class accommodations in elegant and historic surroundings. We are an employer of choice in this vibrant city, being named in the Best Places to Work in Atlantic Canada since 2013. With our 4 1/2 star Canada Select property offering 310 well-appointed guest rooms and 23,000 square feet of meeting space, our hotel is ideal for the business traveler, meeting planner, and leisure traveler alike. We are currently looking to hire a Guest Services Manager.
JOB SUMMARY: The Guest Services Manager is responsible for the smooth operation of the Guest Services department, and for ensuring that all standard operating procedures pertinent to Guest Services are followed.
QUALIFICATIONS:
- At least 2 year of progressive experience in a hotel front office or operations at the supervisory level.
- Previous leadership experience in hotel operations an asset.
- Must have strong, proven guest service skills.
- Degree in Hospitality and Tourism preferred.
- Computer systems, office equipment, hotel software, telephone, credit/debit approval machine, 2-way radios, pager systems.
- Long hours required.
- Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
- Ability to convey information and ideas clearly.
- Ability to evaluate and select among alternative courses of action quickly and accurately.
- Maintain composure and objectivity under pressure.
- Effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
- Ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need.
- Effective at listening to, understanding, and clarifying te concerns and issues raised by co-workers and guests.
- Able to work with and understand financial information and data, and basic arithmetic functions.
- Ability to deal with difficult situations.
RESPONSIBILITIES INCLUDE:
- Supervise and ensure completion of all duties of Guest Services staff
- Perform all duties of Guest Services Agent as required.
- Complete shift summary.
- Review PMS inventory and house count for availability and rates.
- Balance and prepare individual paperwork for closing of shift. Balance bank daily.
- Check appearance of all employees to ensure compliance with New Castle Standards of Appearance.
- Implementation of the Starwood Standards within the department.
- Physically check discrepant rooms when needed.
- Scheduling based on forecasts.
- Training of new associates.
- Interviewing of possible candidates for positions within the department.
- Complete 90 day, and yearly performance reviews of associates within the department.
- Coordinate emergency procedures.
- Run daily arrival report and mark registration cards for special requests.
- Review changes in Policy and Procedure.
- Implement Policy and procedure changes with associates.
- Handling of Guest Inquires and billing errors. Assist with bank problems. Assist Accounting with research.
- Conduct change of shift briefing.
- Enter room status into departmental computer.
- Forward inspection reports to Rooms Division Manager.
RATE OF PAY: Commensurate with experience
CLOSING DATE: June 13, 2016 |
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