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Assistant Guest Services Manager - Jobs in Nova Scotia

Lord Nelson Hotel & Suites
Job LocationNova Scotia
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

The Assistant Guest Services manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to service standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.Duties and Responsibilities:

  • Manage the daily operations of the Front Desk, ensuring consistency and excellence in all operations
  • Provide hands on supervision to Guest Service Agents and Supervisors as they carry out their daily tasks
  • Implement clear guidelines on Front Office procedures and policies and ensure these policies are followed consistently
  • Resolve guest issues and complaints as they arise, communicating areas of concern to the Guest Services Manager, the General Manager and related department heads
  • Cover desk shifts and staff breaks as required, particularly during high volume times
  • Maintain open communication with other department heads, principally Housekeeping Managers and Supervisors
  • Ensure the hotel achieves maximum occupancy, while maximizing revenue through upsell programs and recommendations
  • Assist the Guest Services Manager with tasks such as issuing bi-weekly schedule, ensuring the desk is adequately staffed according to expected business levels, and completing payroll processes in an accurate and timely manner
  • Ensure that special reservations such as group and package guests are properly set up and prepared for in advance of guest arrival
  • Build and develop a strong Front Desk team through ongoing training and performance management
  • Train new staff members in hotel Property management System, payment processing, and hotel procedures and policies
  • Address performance issues promptly and consistently to ensure mistakes a learned from and minimized while standards are met
  • Implement and review procedures for emergency situations (fire, floods, etc.) in order to ensure the safety of staff and hotel guests
  • Carry out administrative duties as required to maintain smooth operation of Front Office department
  • Maintain all guest accounts, ensuring that billing information is accurate at time of check out
  • Other tasks as assigned
This is a full-time, shift position in a business that runs 24 hours a day, 365 days a year. This position also provides relief to the night audit as needed for sick calls and vacation coverage.Required Education and Experience:
  • High school diploma
  • Two (2) years working in a front office position
  • Experience leading, directing, and developing a team of employees
Preferred Education and Experience:
  • Tourism Management degree from an accredited facility
  • At least two (2) years working in a hotel front office supervisory position
  • Bilingualism an asset
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