Hotel Guest Service Manager

The Leaside Group
Job Description

Job details

Job type


  • Customer service: 3 years (Preferred)


Full Job Description

The Monastery Hotel is seeking a guest services manager to Join their team. We are seeking an energetic, customer service oriented individual to lead our guest services team. If you are motivated to lead a team of individuals to provide a high level of service and provide outstanding guest experiences in a professional manor then we want to speak to you !

The successful candidate will be responsible for ensuring a high quality of guest care and insure the profitability of the hotel, along with an enthusiastic team of individuals.

Flexibility and organization are a must as well as a valid drivers licence. You will manage the reservations, communicate with housekeeping and guest services staff to provide the best experience to our guests.

Main duties and responsibilities are as follows

1. Respond to individual guest requests, issues and concerns employing guest service recovery training as required.

2. Interact with and manage group bookings personally to ensure the highest levels of guest satisfaction.

3. Implement programs and supervise the daily operations of the Guest Service team to comply with Standard Operating Procedures, maximize revenues, motivate associates and ensure the highest possible levels of professionalism and guest satisfaction.

4. Always remain calm and professional, including during emergency situations and/or heavy hotel activity, serving as a role model for the team and other employees.

5. Assists in and performs basic security related tasks.

6. Ensure team members are proactively selling the hotel outlets, special promotions and local facilities.

7. Ensure accuracy of all guest billing.

8. Assist in Account Receivable collections and report to accounting on a monthly basis.

9. Respond to general inquiries from guests, employees and coworkers in a timely matter.

10. Ensure the phones is answered promptly and pleasantly.

11. Ensure professional and systematic implementation of procedures relating to group bookings, revenue management and sales.

12. Ensure Housekeeping is informed of early check-ins/late check-outs/day rooms and a close liaison is maintained by team members with both Maintenance and Housekeeping regarding “ready” rooms.

13. Ensure team member understanding and provide guidance and motivation on basic revenue management and selling principles.

14. Ensure all OTA and GDS booking partners are continuously updated on property facilities, special promotions, availability and daily rates.

15. Establish a record of regular guests and special requirements in order to develop repeat business and customer loyalty.

16. Greet regular guests and all group leaders.

17. Assist the General Manager in producing the Property Forecast by accurate projection of rooms’ revenue and expenses.

18. Comply with attendance rules and be available to work on a regular basis.

19. Perform any other job-related duties as assigned.

Job Type: Full-time

Flexible Language Requirement:

  • French not required


  • 8 hour shift

Ability to commute/relocate:

  • St. John's, NL A1E 2S5: reliably commute or plan to relocate before starting work (required)


  • Customer service: 3 years (preferred)

Expected start date: 2022-09-19

Contact Information


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