Guest Experience Manager in Whistler, British Columbia at Pan Pacific Whistler

JOB DESCRIPTION:

The Guest Experience Manager oversees daily front desk and guest service operations to ensure an exceptional guest experience. This role leads and supports the guest services team, resolves guest concerns, maintains service standards, and collaborates with other departments to deliver smooth and welcoming stays.

KEY RESPONSIBILITIES:

• Act as the Manager on Duty when scheduled at either the Mountainside or Village Centre property.
• Support the Front Desk Manager in the maximization of room revenue and profit through ensuring application and implementation of the Pan Pacific Hotel Group’s revenue management system.
• Ensure a consistently high standard of customer service within the department.
• Supervise all Guest Services Associates within the Hotel and liaise with all other departments to ensure all guest expectations are exceeded.
• Provide training to new Associates and coach all Associates to assist them in continuing to improve their skills, knowledge, and service delivery. Train new Guest Experience Managers if required.
• Participate in supervisory training and cross-assignments in Housekeeping, F&B and Night Audit as required.
• Performing Guest Services Agent shifts when required
• Maintain the smooth operation of the Front Office Department according to the standards of the Pan Pacific Hotel Group.
• Supervise Guest Services Agents. Maintain and implement as necessary the Rooms operation management system 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 and advise senior management of changes as they may be required, to meet the minimum standards for “Welcome”. Assist with check-ins and check-outs at the front desk, where necessary.
• Ensure that the Guest Services Manager checklist is completed for the shift; ensure that the DM report is completed in detail every shift.
• Resolve guest and employee complaints, redirecting to the FOM and/or Director of Operations if required. Keep the Director of Operations informed of any serious risk or opportunity in relation to any experience or interaction.
• 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.
• Train & coach Guest Service Agents.
• Develop and maintain a high level of communication relating to business opportunity between Guest Services and other operational departments. 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 Services Agents. Guide and counsel associate to correct non-standard behavior/performance and promote improved productivity. Ensure regular communications meetings are held with the Guest Services Agents. Include connection associate performance appraisals and introducing revising SOP’s as necessary.
• Motivate, lead and encourage the entire Guest Services team to effectively and professionally sell our Rooms and other hotel services to affect improved overall revenue for the hotel.
• 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 to required standard.
• Maintain and ensure the “Delivery of the Promise” with regards to GHA Loyalty programs and 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. Adhere to company credit policies to ensure all revenue expected will be received.
• Ensure all Guest Service Agents are well presented at all times in accordance with the company grooming & uniform standards.
• Ensure and maintain the cleanliness and presentation of the Lobby at all times.
• Work with other departments to ensure safe comportment of staff and guests in emergency situations. Ensure a safe work area.
• 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 empower Associates to make decisions in both the guest and hotels’ best interests.
• Other projects as assigned by the Front Office Manager or Director of Operations.