Guest Service Manager, Valet (Full-Time) - Jobs in Ottawa, Ontario

Job Description

Job DescriptionAs an active member of the Guest Services Management Team, the Valet Parking Manager takes responsibility for the oversight and effectiveness of guest service, colleague performance and the continual enhancement and improvement of operations relative to the Door Operations including specifically Valet Parking, as well as supporting Guest Services as needed.Reporting to the Director of Front Office and/or Director of Rooms, responsibilities and essential job functions include but are not limited to the following:

• Liaise with guests, patrons, colleagues, and vendors, strengthening relationships with department heads while ensuring the provision of superior service levels for all amenities and services offered.
• Oversee the operation and lead the processes of the Door Operations inclusive of scheduling (including Door, Valet Parking, Concierge and Bell Services as they relate to inter departmental coordination) in compliance with budgetary guidelines, ensuring proper staffing at all times
• Work cohesively in collaboration with the Housekeeping and Facilities Management to ensure a smooth and problem free experience for all guests, colleagues and patrons relative to the preventative maintenance and upkeep of the Door/Parking, public and back of house areas.
• Ensure compliance regarding all Corporate/Hotel Operating Guidelines, LQA, Hotel/Departmental Service Standards, including all Safety Rulesamp; Regulations relative to vehicle operation through routine inspection, taking corrective action accordingly.
• Ensure that all required reports and data are accurate and submitted on time to relevant hotel offices, recommending and implementing changes as necessary.
• Perform regular inspections and reviews of Doors and designated parking areas, ensuring that all quality standards are being maintained, initiating and coordinating any corrective action immediately.
• Participate in all regular and operational meetings, initiating action accordingly.
• Review guest feedback, handle guest and patron opportunities and take/review corrective action.
• Formulate action plans aimed at preventing repeat occurrences, ensuring closure and follow-up with guests, patrons and colleagues involved.
• Ensure a warm and genuine service experience from arrival to departure for all patrons and guests.
• Maintain departmental information folders with up-to-date information as pertinent as a part of the hotel’s ongoing communication program.
• Coordinate, communicate, monitor and plan for daily house activity and guest requirements inter and intra departmentally as required to ensure the successful execution of operations at the Doors including Valet Parking.
• Develop, monitor and administer departmental training cycles, programs, modules, work flow processes, and service blueprints ensuring compliance with policies and procedures within all areas of responsibility.
• Perform aspects of human resources and training functions including recruitment, selection, professional development, recognition, coaching, training, process observation, performance counseling, performance review and termination of colleagues within the department.
• Identify quality improvement trends, implement quality initiatives and effectively communicate issues to the Guest Services Manager, making appropriate recommendations to increase patron/guest satisfaction and bottom line profit generation.
• Read and respond to all e-mail correspondence as necessary, accommodating guest requests expediently and courteously, following-up as necessary to ensure completion of requests within twenty four (24 hours) from receipt.
• Manage projects and any other reasonable duties as required by the Director of Front Office and/or Director of Rooms.