This occupation helps to build the Delta Edmonton South experience for our guests through a ‘guest comes first’ attitude by providing hands-on timely quality service, exceptional value, and a superior product. Reporting to the Front Office Manager, the Guest Services Manager is responsible for courteously and efficiently checking Hotel guests in and out and accurately performing Front Office operations and documentation to maximize the high guest service standards of Delta Edmonton South and Delta Hotels and Resorts.
We are looking for a dynamic leader with high energy, creativity, professional manner and strong work ethic to motivate an experienced Front Office team in a leading four star hotel! The successful candidate must have a good understanding of key service standards and quality service. The position is accountable for modeling and acting in accordance with the Delta’s Core Values and Code of Ethics.
SUMMARY OF KEY RESPONSIBILITIES:
Manager on Duty responsible for all guest interactions; working as a central communication point for the building
“Hands on” and “Lead by example” approach with day to day operational duties and/or projects as required
Helps build the experience for our guests providing exceptional and timely service which allows our guests to 'expect even more'
Effectively oversees the shift and ensures that the guests receive the highest quality of service.
Communicates with and approaches guests to inquire about their stay and acts upon any information provided
Effectively handles guest concerns
Assists in developing and implementing new policies and procedures
Work cohesively with all operating departments in the hotel
Maintains control of the daily room inventory and is aware of any special requests, VIP’s and Delta Privilege guests in the hotel
Ensures the effective utilization and productivity of all employees while keeping within the projected occupancy levels and adhering to the budget parameters
Maintain a high level of employee motivation and encourages the participation of employees through audits, monthly one on one conversations and participation in the colleague review process
Ensures a level of security in the hotel at all times
To take immediate and positive action within the guidelines provided in the event of a fire alarm or emergency situation.
Correct and communicate any operational failings which occur in the absence of a Department Head via incident or pass-on reports
Is accountable and maintains: Key control, radios, all vouchers and shift pass-ons
Owns and oversees lobby area including front and back office
Responsible for one of the following committees: Delta Privilege Champion, Medallia, Designated Skills Trainer for the Front Office
Other duties as assigned
SUMMARY OF EXPERIENCE:
Enthusiastic and energetic individual who is comfortable in a variety of situations
One year of front desk experience required
Thrives in a fast-paced environment
Computer literate; knowledge of Opera and Microsoft Office an asset
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to learn quickly.
Ability to understand and carry out oral and written instructions and request clarification when needed.
Strong interpersonal skills.
Strong organizational skills.
Ability to work as part of a team.
Ability to build relationships.
Passion for excellent guest service; high initiative/self-motivating
Detail-oriented and task-oriented
Professional in demeanour and presentation
Shift work required