Guest Services Manager

About the job
We truly believe that our continued success is a result of our employee contributions. Positive attitudes, exceptional customer service skills and working as a team is really what makes The Rimrock the most desired hospitality experience in the Canadian Rockies. We pride ourselves on welcoming each new employee onto our team and helping them develop skills and knowledge to further their careers. It is our mandate to promote from within and facilitate both personal and professional growth and development.

Scope

This position will provide direction, coordination and leadership for the Guest Services department, including concierge and bellhops. There will be a strong focus on ensuring that the Guest Services team is fully trained and prepared to ensure the delivery of AAA 4diamond standards through exceptional customer service.

Duties & Responsibilities
Leading day to day operations of the Concierge desk and Bell Team in an efficient manner
Working on the floor during peak coverage times (avg. 80% of time spent on floor)
Expert level knowledge of the Hotel, all its outlets, its layout and services
Build an extensive knowledge of local restaurants, shops, attractions, transportation options, and airports
Current expert level knowledge of Banff National Park, activities and dining options
Daily Supervision of up to 20 staff
Prioritize and delegate day-to-day tasks to subordinates
Department budget control, including inventory and labour
Champion the guest experience program for hotel
Review and Respond to Guest Satisfaction Surveys and follow up on areas of improvement
Provide VIP pre-arrival support, manage communication to ensure exceptional guest experience
Creates and amends schedule for Guest Services department
Able to train all positions within the Guest Services department
Performance management & bi-annual reviews of Bell Captains alongside Head Bellhop, supporting Bell Captains in the evaluation of colleagues
Ownership of our first and last impression standards
Other responsibilities or duties as assigned by the Rooms Division Manager or management team

Physical Demands
Constant standing and walking
Frequent lifting and carrying items weighing up to 50 pounds / 23 kg
Occasional pushing of luggage carts weighing up to 200 pounds / 90 kg
Occasional lifting items weighing up to 100 pounds / 45 kg
Occasionally working outside in cold or hot weather for extended periods of time

Qualifications
Post Secondary in Hospitality/ Tourism an asset
Minimum of two years of hotel Concierge experience
Minimum of two years of supervisory experience
Able to meet the physical demands of the position
Must have a valid class 4 Alberta driver’s license and clean driver’s abstract
Must be available to work flexible hours
Must be comfortable driving large trucks, luxury vehicles, and vehicles with standard transmission
Customer-service oriented
Excellent communication skills
Creative problem solving skills
Ability to accept feedback and adopts a growth mindset
Provides feedback and supports all team members
Creates a positive and motivating work environment through leading by example
Demonstrates a professional, friendly personality in person and over the phone
Organized, with a great eye for detail
Capable of managing multiple tasks at once while maintaining high quality work
Computer literate with working knowledge of Microsoft Word, Excel, and Outlook

Thank you for your interest in joining our team! We share in your excitement to live and work in the Canadian Rockies.

The Rimrock Resort Hotel is a Bow Valley Workplace Inclusion Charter signatory. We value the diversity of our employees and invite applications from all candidates. If you are contacted by a Recruiter, please let them know if there is any stage of the recruitment process that you will need support or accommodations for.

You can learn more about what to expect as a Rimrock employee here .

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