VIAD

  • GUEST SERVICES ASSISTANT MANAGER (CANADA)

    Location : Location
    CA-AB-Waterton Park
    Job ID
    2018-11457
  • Overview

    Assists the Guest Services Manager in coordinating Front Office activities and managing staff to ensure a positive guest experience. Provides information to guests and staff in a courteous, enthusiastic, and efficient manner. Gives personal best in service. Assist with other responsibilities as required.

    Responsibilities

    • Arrives to work on time and in proper uniform.
    • Models the way, to lead by example and set a professional example for all staff.
    • Assists the Guest Services Manager in scheduling to ensure proper coverage of necessary functions.
    • Assists with training & supporting Guest Services Agents and bell-staff, in the absence of the GS Manager.
    • Knows all guest service related job functions, including concierge and bellstaff.
    • Keeps open lines of communication with all departments to ensure coordination of hotel activities, groups, forecasts, etc.
    • Works closely with Central Reservations (CRES) and Housekeeping to avoid reservation and guest service errors.
    • Answers inquiries pertaining to hotel policies, services, and reservations for rooms, shuttle/transportation needs and other outside activities. Ensures guests’ requests are handled in a friendly and efficient manner. 
    • Assists in handling all phases of guest/tour arrivals to provide a smooth and orderly flow. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.
    • Responsible for printing and distributing all property reports to each department head to ensure a smoothly run operation.
    • May transfer funds and be responsible for a cash bank, and the daily balancing of all funds received through the Front Office.
    • Assists with ensuring the lobby, public restrooms and all other public areas are clean.
    • Is an active member of the Emergency Action Response & Safety Team.
    • Must be knowledgeable of Waterton Lakes National Park and all its facilities and activities so that information passed to guests is informative and accurate.
    • Enforces and follows all Company policies and regulations.
    • Assists in other departments or with other job duties 

    Qualifications

    Ideal Experience 

    • Hotel/Hospitality/Tourism Management degree or 1-2 years’ related management experience required.
    • Previous hotel front desk experience preferred.
    • Excellent communication & interpersonal skills required.
    • Must possess efficient organizational skills and the ability to effectively multi-task.
    • Must be pleasant, helpful, friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
    • Must be able to handle guest concerns in a tactful and caring manner and present positive win-win choices.
    • Must be team-oriented, positive and a good leader who models the way by example.
    • Some knowledge of general accounting and bookkeeping required.
    • Knowledge of common office machines, i.e., computers, calculators, cash registers, etc. required.
    • Must possess neat and pleasant grooming habits arriving to work on time and in proper uniform. 

    Critical Competencies

    • Must communicate clearly, both verbally and in writing, with a solid attention to detail.
    • Must bring a keen eye for detail, organization, safety and cleanliness to improve GPC operations
    • Must bring a positive, helpful, team-oriented, “we can do this together” attitude to all aspects of the job that inspires others
    • Must exhibit a real curiosity about the business for GPC and for Pursuit overall
    • Must ask good questions and drill down into details to improve the business
    • Must process information quickly and take initiative to recommend solutions to challenges
    • Must stay cool under pressure by being resilient, adaptable and flexible

     


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. 
    The successful candidate must be willing to relocate to Alberta and must be eligible to work in Canada. 

    Work Environment

    • Front Desk/Lobby area of a hotel in a National Park setting.
    • Job requires constant standing and walking.
    • Job may require working long hours, including; evenings, weekends, split shifts, and holidays.
    • Job may require assisting with luggage, bag pulls, and occasional trips up and down stairs, while lifting in excess of 25lbs. Lifting or carrying up to 50lbs. may be necessary.
    • Elevators are not present at most locations.
    • Non-smoking environment. 

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