Relief Guest Experience Manager at Pan Pacific Whistler – Whistler, British Columbia

JOB DESCRIPTION:

The Relief Guest Experience Manager supports daily guest service operations by covering shifts as needed and ensuring a high level of guest satisfaction. This role assists with front desk operations, guest inquiries and concerns, team support, and maintaining service standards while stepping in during absences or peak periods.

KEY RESPONSIBILITIES:

• Supervise Guest Services Associates. Maintain and implement as necessary the SOP’s in Guest Services and undertake regular monthly audits and review to ensure standards are being met.
• Maintain and ensure the check in times and quality of the welcome experience for our guests. Assist with check-ins and check-outs at the front desk, where necessary.
• Resolve guest and employee complaints. Keep Director of Operations informed of any risk or opportunity in relation to any experience or inter-action.
• Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue.
• Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.
• Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.
• Train new members of the Front Office, this includes Guest Services Associates, Valet and Breakfast attendants and Guest Experience Managers.
• Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.
• Facilitate communication of internal and external events to Guest Service Associates. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity.
• Maintain all systems and procedures as they relate to VIP arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels.
• Maintain and ensure to create the “Wow” effect in exceeding guests’ expectations.
• Ensure all floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company’s revenue.
• Ensure all Guest Service Associates are well presented at all times in accordance with company Standards.
• Ensure & maintain the cleanliness and presentation of the lobby and lounges at all times.
• Ability to perform all duties required of a Guest Services Agent.
• Ensure guest relations are maintained at the highest possible standard. Ensure staff are welcoming and smiling – focus on Guest Satisfaction and driving ‘guest centric’ ethos amongst the team, through use of ‘Make a Guest Day’ programs and empowering Associates to make decisions in both the guest and hotels’ best interests.