Guest Services Manager

Do you naturally connect with people? Are you guest obsessed in providing an authentic hospitality experience? Imagine living the resort lifestyle, lapping one of our three mountains on your bike, or sliding down the ski slopes at a stunning slope-side hotel in a world-renowned mountain resort. We are seeking an outgoing people leader to join our team as Guest Services Manager leading the Concierge and Bell Services teams. Demonstrating your engaging relational skills, you will energize the teams with a personalized and exceptional guest service delivery with the warmth of hospitality? If this sounds like the role for you, we invite you to submit your application today to join our Sun Peaks family!

Compensation Information: $65,000 per annum

Physical Requirement: Medium; work activities involve handling loads up to 25kg; predominantly in an indoor setting.

This job position requires physical presence at the designated location.

The perks and benefits you�ll get to enjoy:

• Winter/Summer Season Lift, Trail and Golf passes
• Initial entitlement to three weeks of paid vacation
• Benefits plan and additional wellness components, including Health Spending Account and EFAP
• Participation in our RRSP and matching DPSP programs
• Company supported training and professional development opportunities
• Dining discounts within our hotel & Resort-owned outlets
• Retail discounts in our Resort-owned outlets
• Friends and family rates at the Sun Peaks Grand Hotel
• Reciprocal programs with partnering ski areas & hotels
• Eligibility for our �Pay for Performance� incentive bonus program (after qualifying period), awarded to top performers

Skills you bring with you:

• Proven experience as a Concierge or Front Desk with a minimum of 2 years of service in a leadership role; experience in a hotel setting or related industry is required; ideally has resort experience.
• Post-secondary education in hospitality or related discipline with designation CHC or Les Clefs d�Or highly desired.
• Extensive familiarity with Sun Peaks community with established connections is a strong asset.
• Strong in quickly building relationships with others; a true connector and communicator.
• Energetic with a confident positive attitude, driven to deliver elevated guest experiences.
• Professional and well organized with excellent communication skills in English; multi-lingual is a strong asset.
• Ability to deliver results, promote, and innovate in a fast-paced multi-tasked environment.
• Highly responsible self-starter and reliable team player, with the ability to remain calm.
• Aptitudes in resolving issues and ability to think on your feet.
• Must have the ability to supervise, mentor, train and motivate a team.
• A working knowledge of hotel systems, specifically Opera PMS would be a strong benefit.
• Proficiency with computer systems required, such as Microsoft Windows applications.
• A level of financial acumen and ability to budget, forecast, and interpret financial statements.

Note: As part of the Front Office, guest services runs 24 hours a day, 365 days a year; flexible shift availability to work as business levels dictate (weekends, evenings) is required.

Primary Responsibilities:

Guest Experience/Operations:

• Demonstrates what it means to be a �Service Champion� for the front office, role modelling welcoming hospitality and exemplifying excellence in service for the Guest Services team by:
  • Taking the initiative to add personalized experiences for guests.
  • Leading the Concierge and Bell / Valet and Door Team to ensure a positive first impression on guest arrival, swift resolution of issues during their stay and a seamless check out.
  • Identifying, creating and upholding process efficiencies and established Guest Service Standards as they relate to guest experience.
  • Proudly promote hotel and resort facilities seeking opportunities to enhance a guest�s stay by upselling.
  • Building authentic individual connections with guests wherever possible to drive loyalty and referrals.
• Work in complete unison with the Front Office Manager and the Reservations & Revenue Manager to deliver a �Best in Class� arrival/departure experiences and unique service experiences for all guests during their stay.
• Maintain a sense of lobby presence and guest assistance at all times, supporting the Manager on Duty acting as the Lobby Ambassador.
• Owns departmental full cycle recruitment efforts such as conducting interviews, hiring and departmental onboarding.
• Monitor cost control efforts and interpret financial statements, making recommendations for budget and forecast.
• Approves the front office team timesheets weekly for accuracy and approves employee vacation requests when possible.
• Develop the front office team schedule in alignment with business needs.
• Develop departmental policies and procedures and implementation.
• Develop and maintain a safety culture within the front office department, ensuring active departmental participation, adherence, and awareness to Hotel and WorkSafe BC standards.
• Attend the Joint Health & Safety Committee meetings as a departmental designate.

Team Commitment / Collaboration:

• Monitor the team members� performance through supervision and service quality audits, providing timely feedback and recognition.
• Encourage and build mutual trust, respect, and cooperation among team members, ensuring team members are treated fairly and equitably.
• Take note of opportunities to improve processes, empowers the team members and remove barriers that weaken guest experience and works to drive year-over-year improvement of guest satisfaction scores.
• Establish and nurture open, collaborative relationships with team members, fostering a culture of dialogue.
• Contribute to the operational leadership team in a collaborative effort to achieve overarching hotel goals.

Training:

• Oversee the initial new hire training and department assimilation, as well as developing and refreshing training materials to support.
• Identify the on-going development needs of team members, including in-the-moment feedback, coaching, mentoring, and other supports and resources to help improve knowledge, skills and performance.
• Conduct ad hoc as well as annual performance evaluations for all team members.
• Seek opportunities for cross training among the rooms and front office positions.

Supplier Relationship and Engagement:

• Ensure par stocks of all front office resources and supplies are maintained.
• Research and provide written cost comparisons and RFPs on product replacements, replenishments, etc.
• Review property brand standards and cost efficiencies on an annual basis.
• Review supplier contract agreements annually with Director of Rooms.
• Monitor and initiate regular supplier performance evaluations.

Policies & Agreements

• Policy & Procedure Manual Agreement
• Employee Handbook Agreement
• Vehicle Policy & Annual Abstract
• Confidentiality Policy
• IT Policy

Why join us?

We are Canada�s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That�s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you�ll get to feel part of our special community right away. You and your wellbeing matter to us; you�ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer. In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

We are an equal opportunity employer, committed to building a diverse and inclusive culture, and encourage applications from all qualified individuals.

We acknowledge that we live, work, and play on the traditional territory of the Secw�pemc People.

Apply Now (copy & paste the link into a new browser): https://sunpeaks.clearcompany.com/careers/jobs/8a840742-11cc-d048-cc43-0dc1fd6d1df0/apply?source=3511825-CS-58771