Guest Services Manager (1 Year Contract)

Vancouver Waterfront Coal Harbour Canada Place, BRITISH COLUMBIA | 9 months
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Job Description


Guest Services Manager (1 Year Contract)
Primary Location
: Canada-Vancouver-Fairmont Pacific Rim
Employee Status
: Regular 
 
 

 


Guest Services Manager
 
Are you looking for your next career challenge? This could be it!
 
We are looking for an exceptionally positive individual to join us to cover a maternity leave for one year, leading our guest services/valet team at the #1 hotel in Vancouver.
 
In your new role, you will lead a team of approximately 30 colleagues, including two assistant managers. You are tasked with improving parking revenues for the hotel parkade, meeting KPI goals, as well as managing a fleet of five hotel BMW’s. As the first point of guest contact when arriving at the property your team is instrumental in creating an exceptionally positive and flawless experience. You take responsibility for the front drive and parkade and make sure the entire operation functions smoothly in conjunction with the rest of the hotel operations.
 
Summary of Responsibilities:
Reporting to the Director of Rooms, responsibilities and essential job functions include (but not limited to) the following: 
  • Lead the Guest Services/Valet team to excellent results on targeted KPI’s (Parking revenue, Valet Revenue, Labour Management, CES, JDP, LQA)
  • Consistently offer professional, friendly and engaging service
  • Lead and manage all aspects of the Guest Services to achieve exceptional levels of guest service and colleague satisfaction results, through the application of all Corporate and property standards and policies
  • Lead the Guest Services/Valet team to excellent results on targeted KPI’s including Parking/Valet Revenue, Labor management, EES, TrustYou, LQA, Forbes
  • Handle guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
  • Conduct regularly scheduled departmental meetings
  • Responsible for forecasting, scheduling, payroll, purchasing and recruitment for department 
  • Balance operational, administrative and colleague needs
  • Assist guests regarding hotel facilities in an informative and helpful way
  • Maintain and upkeep the hotel BMW program, specifically BMW vehicles and bikes, maintenance, upkeep and any lease agreement obligations
  • Identify patterns and opportunities in refining service/process’ and implement those strategies for enhanced experiences
  • Coach and counsel colleagues to maintain high quality service levels and a positive culture
  • Maintain relationships with regular guests/residents; improve relations with new visitors
  • Manage communication within the department and represent Guest Services within the division/hotel
  • Involvement in hotel task forces and committees
  • Other duties as assigned

 
 

Qualifications:

  • Minimum 2-3 year progressive Front Office leadership experience within a luxury hospitality brand
  • Opera PMS knowledge or similar an asset
  • Computer literate in Microsoft Window applications required
  • University/College degree in a related discipline an asset
  • Must possess a professional and confident presentation
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining

 

  
Job Level
: Management / Supervisory
Schedule
: Full-time
Shift
: Rotating / Shift Work
Travel
: No
Closing Date
: 11.Mar.2018, 10:59:00 PM
Job Number:
 VPR02512

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