Guest Services Manager

MasterBUILT® Hotels develops, builds, manages and invests in best-in-class, select service hotels across Canada. MasterBUILT lives and breathes hospitality, developing more ground up hotels than other company in North America. As a Platinum winner of Canada’s Best Managed Companies, MasterBUILT believes in investing in the development of talented people with a passion for delivering exceptional results and a desire to learn and grow.
Microtel Inn & Suites by Wyndham is an all-new construction, limited service hotel brand targeting the midscale segment of the market. Part of the Wyndham Hotel Group family of brands, Microtel has won the JD Power & Associates award for top guest satisfaction in its segment 18 of the past 19 years – an unprecedented achievement in any industry – and has consistently been rated #1 in its segment for RevPAR market penetration in the U.S. (based on STR data).
Within Canada, Microtel is the fastest growing new construction brand in the country with over 40 new hotels scheduled to open by 2025. Microtel’s rapid growth is backed by the strength of MasterBUILT® Hotels’ commitment to develop at least 75 Microtel hotels by 2036, making it one of the most dynamic new brands to ever enter the Canadian marketplace.
New Opportunity:
GUEST SERVICES MANAGER
Microtel Inn & Suites by Wyndham Summerside, PEI
The Guest Services Manager will anticipate and exceed the needs of guests and team members. They will manage and model superior customer service while controlling costs and contributing to the property’s rate and revenue strategy.
RESPONSIBILITIES:
Operations:
Act as the property manager on duty when assigned to do so
Take the appropriate action to respond to guest needs and maintain positive guest relations at all times
Assist the General Manager or their designate to ensure all reporting and analysis is completed and communicated in a timely manner
Participate in revenue management activities and monitor the PMS to ensure that all rates and applicable rate codes are loaded correctly
Participate in site sales, sales and marketing activities and serve as a key identifier of business leads among customers and broader market
Take part in weekly/daily management meetings
Assist the General Manager or their designate in hiring staff
Ensure new employees go through complete orientation and are provided with required training
Has in place an on-going training program for all front desk personnel
Assist the General Manager or their designate to ensure that all policies, procedures, legislative requirements are followed with regard to personnel, security, cash handling, guest relations, safety, etc.
Perform any additional duties or responsibilities as delegated by the General Manager or their designate
Leadership:
Ensure all staff are working to agreed, realistic activity plans and appraised on an annual basis in line with company policy
Brief and debrief staff, hold regular departmental meetings, actively encourage communication with other departments within the hotel
Ensure adequate supply of materials and equipment in accordance with the departmental budget
Liaise with the General Manager or their designate in the hiring and orientation of all staff
Ensure that standards of punctuality, staff appearance and dress are maintained at all times in accordance with MasterBUILT policies
Encourage teamwork and innovative ideas to develop a motivated work force
Carry out the duties of an absent staff member and/or assist in another department as necessary
Ensure all staff are competent in the safe and effective use of equipment/chemicals in accordance with manufacturer’s instructions
Ensure compliance with company and house rules
Work and communicate in a professional and ethical manner with colleagues assisting where necessary
Customer Service
Monitor customer service levels and coach employees with alternative methods of responding to customer requests
Monitor customer satisfaction ratings and develop plans to maintain or increase customer satisfaction as required
Sales and Marketing
Implement marketing initiatives that align with hotel branding in collaboration with corporate sales
Increase visibility of the hotel by actively participating in the community and community events
Serve as a key sales lead generator for corporate sales
QUALIFICATIONS:
Experience Required
Minimum of 3 years’ working experience in the hotel industry, demonstrating progression with each career move
1-2 years’ experience in a leadership capacity
Previous exposure accounting functions such as expenses, payroll and budgeting
Previous experience with inventory management
Mission Critical Competencies
Ability to demonstrate being both a leader and team player
Superior written and verbal communication skills

Employment type
Permanent Full-Time

Work arrangement
No