This is a Duty Manager role. Guest Services Managers report to the Front Office Manager, and are responsible for the day-to-day operations of the front desk as well as the training and management of all Guest Services associates while on shift. This position is the manager on duty of the Front Office and the resort when they are on shift. Shifts are variable.

RESPONSIBILITIES:

Oversee front office operations, including guest check in/out process, bell services, resolving guest concerns and billing.

Monitor and assist in completing payroll in a timely manner ensuring accuracy and managing labour to meet business needs.

Coach, guide and manage employee performance with consistency and fairness.

Conduct probationary and annual performance reviews for front office team, including Bell team

Provide guest service support to the front desk, including working duty manager shifts as required and on occasion assist in the overnight rotation.

Participate in daily Operations meeting

Assist Front Office Manager to oversee the planning and execution of all staff training in the Front Office area

Oversee all emergency situations and make prompt decisions based on the best interest of our guest and establishment while on shift.

Rollout and monitor processes to ensure an ongoing improved guest experience.

Assist Front Office Manager in managing supplies and inventory of items in the Front Office.

Assist Front Office Manager in month end financial audits of accounts in the Opera PMS system.

Assist Front Office Manager in setting and updating the team on goals for Front Office.





Duties as required to ensure successful operation of the Front Office department including support of other departments and special promotions.

Support a culture of safety and wellness for the team members of the Front office.

Monitor & respond to guest feedback delivered via guest comment cards and face-to-face feedback, identifying trends and looking for solutions.

Primary contact for all in office guest recovery situations as they relate to the resort.

Act as a resource for all Team Members when addressing Guest Services issues throughout the Resort.

Consistently offer professional, friendly and engaging service to guests

Develop strong guest relationships to maintain and further develop Watermark loyalty

Monitor and order front office inventory

Other duties as assigned

QUALIFICATIONS:

Easy conversationalist

Extra-sensory perception to how others are feeling

Previous Property Management system experience required, with experience using Opera PMS as an asset

An organized multi tasker who doesn’t crack under pressure

An eye for details

Sleuth like problem solving skills

Able to be on your feet all day

A passion for guest service and providing a great guest experience

A self-starter with demonstrated leadership skills

Must be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.

Minimum 1-year Front Desk experience required

Computer literate in Microsoft Window applications required

University/College degree in a related discipline an asset

Highly responsible & reliable

Knowledge of Okanagan and local area an asset

Source: Hospitality Online

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📌 Guest Services Manager (British Columbia)
🏢 Watermark Beach Resort
📍 British Columbia