Job Overview

The MAQ Hotel and Duffin Cove Oceanfront Lodging is looking for a Guest Services Manager.
Both hotels are two unique boutique style properties situated in downtown Tofino, BC.
Between both Hotels, there are 62 rooms.
Affordable Subsidized Accommodation Provided To The Right Candidate

  • Provide 5-star customer service to all guests.
  • Acknowledge and greet guests with a warm and friendly greeting.
  • Maintain a high level of customer service at all times, develop relationships with guests, provide maximum personalized guest experience for repeat and future guests.
  • Set an example by your own performance and enthusiasm.
  • Help to establish and consistently enforce rules and regulations.
  • Support Resort policies and management decisions and interpret this information.
  • Work With Other Departments to complete staff schedules effectively
  • Prepare a shift briefing to communicate important information for the next shift.
  • Supervise and complete all wholesaler and OTA reservations.
  • Review daily arrivals, identify potential problems with room activity and take appropriate action.
  • Conduct and Organize Guest Services training
  • Collect resort revenue by entering services and changes, computing bills, and obtaining payments accurately.
  • Answer phone call inquiries and attend to any concerns and/or requests and respond to guest emails in a professional, courteous manner, while reporting issues to the appropriate member of the management team.
  • Make reservations and assist guests with the booking processes.
  • Assist with the conduction of regular checks of outstanding accounts and correct any billing errors.
  • Review and compile daily reports, logs, and lists of cashier and closing reports
  • Ensure to maintain the professional presentation of the front and back offices at all times.
  • Coordinate guest shuttles, town runs, shopping and stocking of provisions.- Work closely with all other departments to ensure guest satisfaction.
  • Comply with all Resort safety guidelines and be familiar with emergency procedures.
  • Stock the office.
    -Strategize ways to make the office run smoothly and more effectively.
  • Conduct a regular check of waitlist reservations and contact customers in the event of availability in order to ensure maximum occupancy.
  • Spot check reservations to ensure that staff are doing their jobs correctly
  • Assist with inventory management.
  • Perform other job-related duties and special projects assigned.
    QUALIFICATIONS AND TECHNICAL EXPERIENCE
  • Exemplary customer service, communication and organizational skills.
  • Must have ability to work well unsupervised, at a fast pace while maintaining quality standards.
  • Highly responsible and reliable.
  • Impeccable grooming and presentation.
  • Proficient in English, both verbally and in written work.
  • Previous supervisory experience in a Hotel/Resort setting is required.
    Physical Demands
    Must be physically fit and able to lift moderately heavy items, along with movements such as bending, stooping, kneeling and climbing stairs when required. In addition will be required to perform repetitive tasks and stand on feet/or walk for long periods of time.
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