Front Desk Duty /Guest Service Manager

Vancouver Airport Hotel - Richmond, BC (30+ days ago)

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Summary:

An airport hotel is looking for customer service oriented, brand experienced individual who would be looking after guest services and the front desk staff on day to day basis.

Main responsibility is to increase guest satisfaction while managing the front desk staff in also delivering exceptional customer service.

Key Responsibilities:

-Deliver exceptional guest service through greeting and assisting all guests in increasing guest satisfaction.

-Day to day operations of front desk as needed, including checking in and out, being a lobby ambassador etc.. This includes reports that needs to maintain on daily basis.

-Manage, empower and train front desk staff in term of customer service and ensure smooth, professional operations to do their best in exceeding brand standards.

-Manage all aspect of guest services and hotel reputation, including email/text correspondences and direct or 3rdparty website responses.

-Find and handle guest complaints and other related problems before guest departure in resolving on the spot.

-Manage allowances required for the front desk staff.

-Motivate and maintain excellent relations with the front office staff and all others.

-Ensure that professional manner, appearance and verbiage is being used at all times.

-Liaison with all department heads to ensure improved operations and maximize room revenues.

-Work with other department heads to plan and implement to continuously improve performance.

Prerequisites:

At least 2 years of brand, front desk experience is required with excellent communication skills. Be able to lead the team by example, motivate and train to ensure increase in guest satisfaction for the hotel.

Being able to handle / manage the front desk staff with highest professionalism with right attitude and personality is preferred.

Job Type: Full-time

Experience:

  • hotel front desk: 2 years (Required)