Job Number26047848Job CategoryRooms & Guest Services OperationsLocationDelta Hotels Victoria Ocean Pointe Resort, 100 Harbour Road, Victoria, BC, Canada, V9A 0G1ScheduleFull TimePosition TypeManagementPay Range$55,000-$72,000 annuallyBonus EligibleYJob SummaryServes as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.Candidate ProfileEducation And ExperienceHigh school diploma or GED; 2 years experience in the guest services, front desk, or related skilled area.2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.Core Work ActivitiesLeading Guest Services TeamsUtilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty and integrity; leads by example.Encourages and builds mutual trust, respect, and cooperation among team members.Serves as a role model to demonstrate appropriate behaviors.Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.Celebrates successes and publicly recognizes the contributions of team members.Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.Maintaining Guest Services and Front Desk GoalsDevelops specific goals and plans to prioritize, organize, and accomplish work.Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.Maintains a strong working relationship with all departments to support property operations and goals and expedite resolution of any problems that arise through general operation.Intervenes in guest or employee situations to maintain property integrity, achieve guest satisfaction,



and preserve employee well being.Ensures regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance, and achieve desired results.Understands budgets, operating statements, and payroll progress reports to assist in financial management of the department.Ensuring Exceptional Customer ServiceProvides services that are above and beyond for customer satisfaction and retention.Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching when needed.Manages day-to-day operations, ensuring quality, standards, and meeting customers’ expectations daily.Serves as a leader in displaying outstanding hospitality skills.Sets a positive example for guest relations.Responds to and handles guest problems and complaints.Empowers employees to provide excellent customer service.Observes service behaviors and provides feedback to individuals.Strives to improve service performance.Provides immediate assistance to guests as requested.Ensures employees understand customer service expectations and parameters.Participates in development and implementation of corrective action plans to improve guest satisfaction.Implementing Projects and PoliciesImplements the customer recognition/service program, communicating and ensuring the process.Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and LSOPS, and supports the Peer Review Process.Manages payroll administration.Conducting Human Resource ActivitiesIdentifies developmental needs of others and coaches, mentors,



or otherwise helps others improve knowledge or skills.Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.Participates in employee progressive discipline procedures.Uses all available on-the-job training tools.Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to address employee problems or concerns.Supervises ongoing training initiatives and conducts training when appropriate.Participates in the employee performance appraisal process, providing feedback as needed.Additional ResponsibilitiesProvides information to supervisors, co-workers, and subordinates by telephone, written form, e‑mail, or in person.Analyzes information and evaluates results to select the best solution and solve problems.Informs and/or updates executives, peers and subordinates on relevant information in a timely manner.Maintains high visibility in public areas during peak times.Understands and can implement all emergency plans including accident, death, elevator, thefts, violent crimes, bombs, fire, etc.Performs Front Desk duties during high demand times.At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.Delta Hotels Victoria Ocean Pointe Resort takes seriously its obligations under the applicable provincial legislation and will provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call (phone hidden) or email [email protected]. This phone number and email are for those individuals who wish to request an accessibility accommodation as part of the recruiting process.#J-18808-Ljbffr

📌 Guest Services Manager - C$55,000 - C$72,000 A Year (Winnipeg)
🏢 Delta Hotels
📍 Winnipeg