Guest Services Manager

Come out and experience the Columbia Valley!

Be an important part of the True Key family at Bighorn Meadows Resort! Located in the midst of the Canadian Rockies and Kootenay National Park in British Columbia, 2.5 hours west of Calgary, AB. The resort is just minutes from skiing, hiking, world-class golf & hot springs and has an amazing team of individuals from across Canada.

Bighorn Meadows Resort is proudly operated under True Key Hotels & Resorts, a leader in resort management with properties located throughout BC.

Summing it up

The role of the Guest Services Manager is to lead the Guest Services team. Taking a hands-on approach, you will be expected to lead by example and perform all related and supporting tasks to the highest standards. You are responsible for supervising the activities that create the first impressions for our guests. This role will foster a culture of success through strong leadership and team dynamic that enables an elevated guest experience.

What you'll be doing

• Guest Experience
• Coordinate resort personnel with your team to respond to guest requests.
• Provide resort wide information to guests, recommendations and points of interest to visit during their stay.
• Comply with all governing regulations and internal policies for the safety & confidentiality of owners, guests and employees.

Team Commitment & Leadership

• Communicate effectively to your team the goals and objectives.
• Recognize team and individual achievements.
• Adhere to the policies set out by the code of conduct, employee handbook, health and safety standards, reporting all incidents and/or injuries immediately.
• Work cohesively in supervising teams remotely demonstrating initiative and accountability.

Operations

• Oversee the day to day operation of the front desk, including check-in, check-out of guests according to opening and closing policies and procedures
• Make bookings for third party adventures for guests (Golf, hot pools, etc.) while proving accurate and detailed information on the experience
• Assist in the processing of room inventory and invoices of Online Travel Agencies
• Schedule Guest Services staff according to business levels.
• Respond to group inquires and work with the General Manager to create contracts, make reservations for the group and ensure the group reservation policies and procedures are followed by both Bighorn Meadows Resort and the organization/group booking with us.
• Respond to Forster room inquires and work with the General Manager to create contracts, make reservations, arrange food & beverage for the group and ensure the group reservation policies and procedures are followed by both Bighorn Meadows Resort and the organization/group booking with us.

Who you are

• Minimum one-year experience within a Front Office or Reservations team or equivalent customer-facing role with an understanding of service processes for both guests and owners
• Professional, well organized and thrives in a fast-paced environment with the ability to multitask
• Delights in demonstrating a passion for guest service with abilities to anticipate guests needs
• Post-secondary education in hospitality, or a related field would be an advantage
• A working knowledge of hotel systems, specifically Room Master would be a strong benefit
• Reliable and responsible team-based ethics
• Has interest in working towards a career in the Hospitality / Tourism industry
• Proficiency with computers systems required, such as Microsoft Office, Word, Excel, Email
• Excellent verbal and written communication skills, as well as excellent problem-solving abilities
• Focused individual with excellent attention to detail and numbers, with basic understanding of accounting concepts

Must be legally entitled to work in Canada