The Guest Services Manager is responsible for the overall management of the Guest Services team. Your passion for the hospitality industry will foster an authentic and unique West Coast experience for our guests. Your strong leadership capabilities and dedication to training and development will result in professional Guest Services Agents of the highest calibre.

About Us
Located in Ucluelet on the edge of Pacific Rim National Park, Black Rock Oceanfront Resort combines rugged coastal beauty with modern comfort. Our resort offers guests a luxury West Coast experience through our oceanfront accommodations, spa, and restaurants, Big Beach Lounge and Currents. We reside within the Yuulu?ilath - Ucluelet First Nation traditional territory, of whose ancestral lands we work and play.

This position requires:

Dedication to the guest & employee experience

Proven leadership skills

Attention to detail

A team player

Ability to adapt to changing priorities

Excellent written and verbal communication skills

Ability to work with little supervision and maintain high level of performance

Flexible Schedule

This primary responsibilities include, but are not limited to:

Ensuring the highest level of service by exceeding guest expectations to build loyalty

Overseeing the daily operations of Guest Services, managing arrivals, departures, group meetings and weddings, along with balancing room inventory and achieving rate

Coaching and developing the Guest Services Team

Committing to guest satisfaction through consistent follow up on all guest issues, delivering outstanding guest service recovery

Maximizes Guest Service Agents selling techniques, by conducting orientation to sales process, developing individual coaching plans,



and providing resources and assistance as needed

Leading the achievement of the department’s revenue goals through training, motivation, promotion, and incentives in pursuit of our room nights and revenue

Improving service delivery by streamlining procedures and removing obstacles
Qualifications & Requirements:

Minimum 2 years in a Guest Services/Front Desk Supervisory position

Post-Secondary Education – preferably in Hospitality Management is an asset but not a requirement

Proficiency in Microsoft Office, emails, Property Management Systems, Extranet, & online booking engines

Proven experience in sales environment

Experience managing a team or department

Sales and rooms experience

Knowledge of hotel industry

Experience with creating and reading budgets, income statements, financial documents, and reports

Fluency in English

Excellent written and verbal communication

Strong communication skills, problem-solving and organizational skills

Ability to make deadlines and work under pressure

Team oriented

Customer service experience

Committed to exceeding the expectations for internal and external guests

Ability to work in a fast paced- environment

Experience in administration an asset

An interest in having fun in the workplace

Perks:

Wage Commensurate to Experience

Staff Discounts

Medical, Dental, Life Insurance & benefits

Matched RRSP

Associate Rates for hotel stays

Volunteer Support Opportunities

Team Enrichment Events

Low-cost On-site Housing, if required and as available

Inclusive Work Environment

This job description is intended an introduction of the role, rather than a complete list of skills, efforts, duties, responsibilities or working conditions associated with the position.

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📌 Guest Services Manager (British Columbia)
🏢 Blackrockresort
📍 British Columbia