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Guest Services Manager

Guest Services Manager

If you’re ready for a new challenge in your hospitality career, the Hotel Grand Pacific has a position available for a Guest Services Manager. An independent luxury property located on Victoria’s beautiful inner harbour, we strive to provide a personalized experience focused on guest satisfaction. Bring your leadership skills and proven track record in guest service operations to this dynamic, hands-on role. This is a very exciting time to join us as the Hotel prepares for a busy summer.

Description of Duties:

  • Oversee the strategic direction and effective operational management of Front Office Team, including Front Desk, Bell, Door, Concierge, and Night Audit
  • Lead, motivate, inspire, and mentor the team through responsible and thoughtful leadership
  • Create exceptional Guest experiences and satisfaction by championing service standards
  • Optimize revenue generation and ensure fiscal responsibility through cost controls
  • Achieve results through use of strategic planning, goal setting and effective monitoring of metrics
  • Promote innovation through the Guest Services Team, always striving for continual improvement
  • Recruit and train the Front Office team
  • Lead Hotel Emergency Preparedness and Response, Including First Aid

Qualifications & Abilities:

  • Minimum 4 years’ experience in a large, luxury Hotel as a Front Office Manager
  • Proven leadership skills
  • Service-oriented with the ability to build strong relationships both internally and within the community
  • Professional and effective verbal and written communication skills
  • Strong organizational and planning skills with the flexibility to meet changing needs
  • Highly proficient with Opera PMS
  • Ability to achieve and maintain Level 2 First Aid Certification
  • Knowledge of Revenue Management
  • Previous experience in a unionized environment
  • University or College degree in Hospitality Management an asset
  • Available to work more than 30 hours per week, at varied times

Why choose us?

  • Professional, safe and supportive work environment
  • Employee parking
  • Discounted gym membership
  • Excellent employee meal program
  • Food discounts in both our Café and Pacific Restaurant
  • Excellent extended benefits (Health, Dental, Vision, Employee and Family Assistance Program and a matching RRSP program)
  • Employee recognition & referral program
  • Treat days and employee events
  • We are an equal opportunities employer and value diversity and inclusion in our team.

**We thank all applicants for their interest, however, we are only able to consider those with valid authorization to work full-time in Canada.**

Job Types: Full-time, Permanent

Salary: $65,000.00-$70,000.00 per year

Benefits:

  • Company events
  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site gym
  • On-site parking
  • Paid time off
  • RRSP match
  • Store discount
  • Vision care
  • Wellness program

Schedule:

  • Day shift
  • Holidays
  • Night shift
  • Weekend availability

Ability to commute/relocate:

  • Victoria, BC: reliably commute or plan to relocate before starting work (preferred)

Experience:

  • Guest Services: 4 years (preferred)
  • Management: 4 years (preferred)
  • Opera PMS: 2 years (preferred)

Licence/Certification:

  • Level 2 First Aid Certification (preferred)


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