Job Overview
The Guest Experience Manager plays a pivotal role in ensuring that all guests receive exceptional service throughout their stay. This position is responsible for overseeing guest interactions, managing front desk operations, and enhancing the overall guest experience. The ideal candidate will possess strong leadership skills and a passion for hospitality, ensuring that every guest feels valued and welcomed.
Reporting directly to the General Manager, the Manager, Guest Experience leads the Front Office and Breakfast departments, and works collaboratively with the other members of the leadership team to achieve success in alignment with the hotel’s strategic, operational and financial objectives.
The Manager, Guest Experience excels in team building and the development of results orientated, effective, efficient, and motivated team members. This position is a mentor and coach ensuring a keen eye on the development and support of future talent. The Front Office Supervisor and the Food and Beverage Supervisor are key talent for this role to coach and mentor towards the success of both departments. This position represents the Company with integrity while promoting the Company within their local market.
Responsibilities
- Manage and coordinate the daily activities of the Front Office and Breakfast team to ensure guest satisfaction.
- Schedule associates in accordance with forecasted occupancy; adjusting staffing needs as deemed necessary.
- Displays a positive attitude, maintain enthusiasm, and celebrate success by recognizing and rewarding top performers.
- Assure guest satisfaction and maximize room revenue by leading the departments and implementing established strategic plans.
- Monitor room rates and occupancy while being aware of our competitors’ rates.
- Provide effective key control and participate in matters relating to guest room security.
- Monitor customer feedback from all channels; identify problem areas and formulate solutions.
- Oversee inventory, purchasing and disbursement for all operating supplies and food & beverage inventory.
- Maintain safe working conditions within department and hotel by ensuring that all employees follow safety rules and procedures thus reducing accidents and incidents.
- Analyze property operations on a daily, weekly, and monthly basis ensuring effective and efficient management practices are in place.
- Communicate and problem solve effectively, finding solutions that are beneficial to guests, associates, and the organization.
- Lead Associate recruitment, onboarding, training, engagement, and professional development for Front Office and Breakfast teams
- Conduct effective meetings, communicate, and monitor achievement of standards of performance on a timely basis.
- Provides effective Departmental leadership and conducts Personal Performance Reviews for Front Office and Breakfast department associates.
- Manage lost/found item with policies, standards, and procedures.
- Commit to “green” hotel, actively participate in organizational initiatives as well as seek out opportunities to reduce, reuse, and recycle; cognizant and compliant with OH&S related requirements and standards.
- Joint chair the Health and Safety committee.
- Communicates, coaches, and enforces policies, priorities, procedures, and administrative standards.
- Ensure relevant operational procedures and training are up to date.
- Performs administrative duties including reading and writing reports, communicating with guests, managers, corporate office, associates, etc.
Skills
- Proven experience in front desk operations or guest services within the hospitality industry.
- Must have strong multi-tasking abilities along with excellent communication and organizational skills.
- Strong written and verbal communication skills.
- Strong leadership and supervisory experience.
- Must have strong multi-tasking abilities along with excellent communication and organizational skills.
- Flexible and energetic with the ability to work under pressure.
- Proven ability to manage multi-tasked assignments and work effectively as a team member.
- Sets achievement-oriented goals and standards both personally and for the hotel leaders and associates.
- Ability to build strong relationships, interact and influence others at all levels of the organization.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Communicates and problem solves effectively, finding solutions that are beneficial to guests, associates and the organization.
- Displays a positive attitude, maintains enthusiasm, and celebrates success.
- Ability to maintain professional relationships with clients, co-workers, and suppliers.
Required Experience/Training
- University or College Diploma in Hospitality field, with preference given to individuals who are certified.
- 3-5 years’ Front Office experience in a leadership position.
- Previous Marriott experience and with the Marriott Guest Experience platform is an asset
- Proficiency in computer software such as Word and Excel.
- Knowledge of rooms and Food & Beverage required.
This role is essential in fostering a welcoming atmosphere that encourages repeat visits and positive reviews. If you are dedicated to providing exceptional service in the hospitality industry, we invite you to apply for this rewarding position.
Job Type: Full-time
Pay: $47,700.00-$55,500.00 per year
Additional pay:
- Bonus pay
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Evening shift
- Weekends as needed
Application question(s):
- What excites you about leading a team of approximately 15 people in a hotel environment?
- What qualities make an excellent leader?
Work Location: In person
