guest services manager

D.P. Murphy Hotels is seeking a Full Time Guest Services Manager for the Four Points by Sheraton Moncton. The Guest Services Manager is responsible to develop, encourage and support a team of employees who demonstrate excellence in guest service, which ensures repeat visits through providing courteous and efficient reception, information and reservation services which will exceed our guest?s expectations. The ideal candidate will have a passion for the hospitality industry and naturally takes the extra step to ensure a memorable experience for both guests and staff while providing Hospitality Like Never Before.

*DUTIES & RESPONSIBILITIES:*

* Welcome all hotel guests in a professional, courteous and hospitable manner, providing exceptional guest service levels all in accordance with Four Points by Sheraton Moncton and D.P. Murphy Hotels standards.
* When required; ensure the safety and security of our hotel guests, employees and hotel assets through regular and thorough security surveillance which would take the form of hotel patrols, verification of locked entrances, lighting, communication and reporting and pro-actively utilizing the services of Moncton RCMP when deemed necessary.
* Ensure a thorough knowledge of the facilities and features of Four Points by Sheraton Moncton, so as to provide information in a sales-conscious manner in response to inquiries received through a variety of channels, satisfying any informational inquiries.
* Ensure a thorough knowledge of the region including but not limited to various restaurants, shopping, tourist attractions, transportation services, emergency facilities, etc? in an effort to best provide exceptional guest services.
* Take immediate and positive action within the guidelines provided in the event of emergency alarms or situations of any nature.
* Act as the first point of contact for guests, as an ambassador of the hotel.
* Greet and check in guests in an efficient and professional manner, following hotel standards, while multitasking and answering phones and directing calls to the requested extension.
* Address guest concerns and resolve minor issues in a positive and helpful manner and take prompt, corrective action where necessary.
* Build, train, coach, guide, reward and recognize, manage, schedule and discipline a team of professionals at the front desk who will live by the Four Points by Sheraton Moncton and D.P. Murphy Hotels sets of values and principle work ethics in order to consistently deliver to our guests, an experience that will exceed their expectations.
* Maintain a process by which the front office staff will collect and receive payments and check guests in or out of the hotel in a courteous and efficient manner in accordance with the Guest Credit Policy.
* Maintain an efficient method of communicating important information for special amenity requirements, in-house or arriving guest requests including priority cleaning assignments, maintenance issues, breakfast, changes in room statuses, lost and found inquiries, sick calls, etc? to the appropriate department(s).
* Train the team on the standards in an effort to ensure that we exceed the guest?s expectations and build loyalty to the hotel and the brand.
* Train and coach the team to maximize room revenue opportunity; through active up-selling of room types and room rates when accepting reservations and upon arrival.
* Train and coach the team to accept, confirm, modify or cancel room reservations and communicate any future booking details or discrepancies to appropriate management personnel.
* Ensure necessary operating supplies for the front desk are re-ordered so as not to sacrifice guest service and the effective and efficient operation of the front desk.
* Ensure that the front office team completes and balances at the end of each shift, all transactions performed through hotel computer system as well as maintain accurate and efficient filing system.
* Overview accounts receivable invoicing and ensure pa