Guest Services Manager

**Company Description** The Sheraton Vancouver Guildford Hotel is the largest hotel and convention destination in Surrey, British Columbia, serving as a vibrant hub for business and social events. With over 27,000 square feet of flexible meeting space and the city’s largest collection of guest rooms, the hotel caters to both large\-scale events and individual stays. Located conveniently off Highway 1, it offers easy access to downtown Vancouver, Abbotsford, and the U.S. border. Guests enjoy world\-class amenities, including a heated outdoor pool, a modern fitness center, and the MiXT Restaurant \& Lounge, making it a true "World's Gathering Place." **Role Description** This is a full\-time, on\-site role for a Guest Services Manager at the Sheraton Vancouver Guildford Hotel in Surrey, BC. The Guest Services Manager will ensure that the highest levels of hospitality and services 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.   **ESSENTIAL FUNCTIONS:** **Leading Guest Services Team** * Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. * Encourages and builds mutual trust, respect, and cooperation among team members. * Serves as a role model to demonstrated appropriate behaviors. * Supervises and manages employees. Manages all day\-to\-day operations. Understands employee positions well enough to perform the 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 Goals * Develop specific goals and plans to prioritize, organize, and accomplish your 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 to expedite the resolution of any problems that may arise through the general operation of the property. * Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved. * Ensures that regular on\-going communication is happening with employees to created awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.   **Ensuring Exceptional Customer Service** * Provides services that are above and beyond for customer satisfaction and retention. * Improves service by communicating and assisting individuals to understand guest need, providing guidance, feedback and individual coaching when needed. * Manages day\-to day tasks ensuring the quality, standards and meeting the expectations of the customers on a daily basis. * Using Guest Voice and GXP to retrieve and log guest feedback * Conducting and overseeing Pre\-Arrival Planning to improve guest experience. * 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 services behaviors of employees 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 the development and implementation of corrective action plans to improve guest satisfaction. **Implementing Projects and Policies** * Implements the customer recognition/service program, communicating and ensuring the process. * Ensures the Marriott Bonvoy Enrollment Goal is achieved annually. * Ensures that the Elite Appreciate score in Guest Voice is achieved and maintained. * Ensures property policies are administered fairly and consistently.   **Conducting Human Resource Activities** * Identifies the developmental needs of others and participates in coaching, mentoring or otherwise helping others to improve their knowledge or skills. * Participates in the 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 for employees. * Participates in on\-going training initiatives and conducts training when appropriate. * Participates in the employee performance appraisal process, providing feedback as needed. **SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES** The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: · Must be able to speak, read, write and understand the primary language(s) used in the workplace. · Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. · Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. ·  Must possess basic computational ability and basic computer skills. · Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required. ·  Extensive knowledge of the hotel, its services, and facilities. · Working knowledge of federal, provincial and local laws governing equal employment opportunity and BC Human Rights Code, Innkeepers Act, Workers Compensation Act, Union Agreements, including, but not limited to the above statutes and their comparable provincial and local laws as where applicable. **Physical Demands** · Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. · Must be able to stand up to 5 hours per day. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task. · Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task. · Must be able to exert well\-paced ability to reach other departments of the hotel on a timely basis.  · Must be able to lift up to 40 lbs. occasionally. · Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. · Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. · Vision occurs continuously with the most common visual functions being those of near vision and depth perception. · Requires manual dexterity to use and operate all necessary equipment. · Must have finger dexterity to be able to operate office equipment such as computers, printers, multi\-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  **QUALIFICATION STANDARDS** **Education** High school or equivalent education required. Hospitality Management Degree preferred.   Experience             Two to four years’ experience in Front Office/Housekeeping/Guest Services, including at least two years supervisory experience, required. Grooming All associates must maintain a neat, clean and well\-groomed appearance per Marriott standards.