Role Summary 

Reporting to the Rooms Division Manager, the Guest Service Manager will provide hands-on leadership, superior customer service, and is responsible for the day to day function of the Front Desk and our Guest Service Agents. This position will also act as Duty Manager in the absence of senior management. 

Key Accountabilities

• Maintain complete knowledge of, and comply with, all Company and department policies, service procedures and standards. 
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that staff are knowledgeable on such information.
• Monitor reservations and room inventory.  Proactively reach out to guests to resolve any potential issues.  
• Perform all Front Desk duties as needed.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• The ability to develop relationships with new guests, return guests, group contacts etc. to provide maximum personalized guest service.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Handle all guest concerns, issues, inquiries and complaints as needed.
• Conduct a pre-shift meeting with staff and review all information pertinent to the day’s business.
• Coordinate breaks and work duties for staff.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• In absence of senior management this position acts as duty manager resolving or notifying the applicable party of any issues or concerns within the hotel as a whole.  
• Monitor and ensure that all cashiering procedures comply with accounting policies and standards.
• Responsible for creating the front desk schedule and ensuring adequate coverage of the front desk.
• In case of staff shortage is responsible for covering front desk shifts
• Connects and engages with Ambassadors in their work, ensuring that Ambassadors feel recognized and valued. Creating a work environment based on Coast’s Values. Responsible for building a team with the right people in the right roles and managing performance.
• Maintains health and safety standards and complies with all regulations
• Responsible for the security and safety of the property, the Ambassadors, and guests when completing tasks. Liaises with Senior Management and or security representatives (if applicable) to stay informed of issues ongoing throughout hotel
• Perform all other duties as required.

Education and Experience

• A minimum of 3 years of experience in the hotel industry, preferably at the Front Desk, in a busy hotel environment 
• Grade 12 education. Hospitality diploma preferred

Skills and Abilities

• Exceptional communication skills (written, oral and listening), interpersonal, and customer service skills
• Knowledge of hotel reservation operating systems
• Experience with Google Workspace 
• Able to multitask and demonstrate initiative 
• Professional appearance and attitude 

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