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 teamProvide 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 meetingAssist Front Office Manager to oversee the planning and execution of all staff training in the Front Office areaOversee 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 on-site 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 guestsDevelop strong guest relationships to maintain and further develop Watermark loyaltyMonitor and order front office inventoryOther duties as assignedQUALIFICATIONS:Easy conversationalistExtra-sensory perception to how others are feelingPrevious Property Management system experience required, with experience using Opera PMS as an assetAn organized multi tasker who doesn't crack under pressureAn eye for detailsSleuth like problem solving skillsAble to be on your feet all dayA passion for guest service and providing a outstanding guest experienceA self-starter with demonstrated leadership skillsMust be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.Minimum 1-year Front Desk experience requiredComputer literate in Microsoft Window applications requiredUniversity/College degree in a related discipline an assetHighly responsible & reliableKnowledge of Okanagan and local area an assetSource: Hospitality Online

📌 Guest Services Manager (Osoyoos)
🏢 Watermark Beach Resort
📍 Osoyoos