Guest Services Manager

Spirit Ridge is currently looking for a Guest Services Manager to join our dynamic, unique and diverse team! We believe in caring for others so they can be their best and our team members from all over the world show that care in what they do every day.
Why Us
Located on the traditional lands of the Osoyoos Indian Band, in the town of Osoyoos, working at Spirit Ridge Resort is a very unique opportunity to be in the heart of wine country. Where else in Canada can you find a resort with a golf course, two pools, beachfront water sports, onsite winery and a first nations cultural center all in one place? All this in the warmest place in Canada, surrounded by fruit orchards, wineries, breweries and Canada's warmest lake.
Resorts, like Spirit Ridge, are a great place to work in the hospitality industry. Whether here for work, business, weddings or a getaway, our guests arrive at the resort genuinely excited to be here and to experience a part of Canada they have never been to before. Employees, who are flexible, have fun at work and a can-do attitude thrive in resorts like ours where they play such an integral role in delivering a unique guest experience. For those looking to start their careers, Spirit Ridge offers a wide variety of advancement opportunities to those who can show us they got what it takes to care for our guests and team members alike.
What You Do
The Guest Services Manager is a leader within the Front Office and a member of the hotel's duty manager team.
When working a Guest Services Manager, you are responsible for providing team support and coaching to Guest Service Agents, maintain front office standards, providing exceptional guest service, and completing guest transactions, including guest inquiries, arrivals and departures. When on shift you are responsible for the safety and security of the entire property in the event of any emergency situations. As a Duty Manager, you would be part of a rotation of managers that would cover the days off of the Night Manager and would need to be available to cover the occasional overnight shift.
Guest Services Managers must be able to work in a busy and sometimes hectic environment.
Reports directly to the Front Office Manager
To oversee all aspects of the arrival and departure process as it relates to the Room Division in accordance with Spirit Ridge key standards.
Act as a resource for all Team Members when addressing guest service issues throughout the hotel.
Effectively resolve guest complaints ensuring the guests' needs are exceeded.
Oversee all emergency situations and make prompt decisions based on the best interest of our guest and establishment.
Coach and guide employee performance with consistency and fairness
Enhance team member morale, supporting, and embracing a team atmosphere, and leading by example.
Empowered to handle guest complaints and provide additional amenities to guests as needs arise.
Maintain a high level of professionalism, providing exceptional guest service.
Assist in training, performance reviews, scheduling, payroll / daily sales and labor and maintaining supplies.
Work towards continuous improvement and quality.
What You Need
Easy conversationalist
Extra-sensory perception to how others are feeling
Tech-savvy systems expertise, with experience using Opera PMS as an asset
An organized multi tasker who doesn't crack under pressure
An eagle eye for details
Sleuth like problem solving skills
Able to be on your feet all day
A passion for guest service and providing a great guest experience
A self-starter with demonstrated leadership skills
Front desk experience preferred
Must be flexible to work a variety of shifts including mornings, evenings, weekends and the occasional night manager shift.
What's In It For You
Company events
Subsidized Staff Housing
Discounts on water sports, wine & golf
Discounted Staff Menu and Free Continental Breakfast food in Staff Lounge
Free on-site parking
Employee, Friends & Family rates at Hyatt's Worldwide
Benefit Plan, including Extended Health, Dental, Life Insurance and family plans for full time permanent employees
Answer the Call
If we sound like the place for you, or maybe you just want to find out more, hit that Apply Now button and let us have a conversation.
This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.