Night Guest Services Manager

[{{ $ctrl._job.status.name | translate}}] Night Guest Services Manager
Delta Hotels Montreal

Posted

Job description

With our diverse portfolio of locations, you’ll find Delta Hotels in world-renowned cities and prestigious resorts across Canada. Delta Hotels is a Marriott International brand and offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 19 brands you'll find Marriott International in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Delta Hotels.

JOB SUMMARY
 
Reporting to the Front Desk Director, the Guest Service Manager will have to ensure the highest levels of hospitality and service are provided.  The Guest Service Manage will have to maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property and .represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.
Responsibilities
 
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
  • Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Serves as a leader in displaying outstanding hospitality skills.
  • Sets a positive example for guest relations.
  • Responds to and handles guest problems and complaints.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and provides feedback to individuals.
  • Provides immediate assistance to guests as requested.
  • Participates in the development and implementation of corrective action plans to improve guest satisfaction.
  • Implements the customer recognition/service program, communicating and ensuring the process.
  • Participates in the hiring processes, offer training to the new employees and prepare the weekly employees schedules. 
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
 
Candidate profile
  • Hotel Management Diploma or equivalence.
  • 3 years experience in the guest services, front desk, or related professional area.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Acknowledge in Microsoft Office.
  • Acknowledge in system OPERA and/or any hospitality software (asset).
  • Bilingual (French, English).
  • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
  • Being organized.
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
 
Employment status
 
As a full time job, the candidate has to be available during night and weekend shift. Schedules can be variable.
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Notification to Applicants: Delta Hotels by Marriott Montreal takes seriously its obligations under the applicable provincial legislation and will provide accommodations to job applicants needing assistance.  If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request.  Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.

Requirements

See description

Job type
Fulltime job
Location
Montreal, Canada
Department
Rooms division
Starting in
As soon as possible

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