Guest services manager Full Time

Business Name: The Sidney Pier Hotel & Spa
Title: Guest services manager
Number of Available Positions: 1
Terms of Employment: Permanent, Full-Time (30-40 h/w)
Wage: $39.90
Benefits: Dental Insurance, Extended medical insurance
Language of Work: English
Work Location: Sidney, BC

Company Profile:

The Sidney Pier Hotel & Spa is a vibrant and welcoming workplace located in the picturesque coastal town of Sidney, British Columbia. This luxurious waterfront retreat seamlessly combines sophisticated design with a relaxed and welcoming atmosphere.

The Sidney Pier Hotel & Spa is seeking a Guest Services Manager to oversee guest experience operations and support the planning and coordination of group bookings, meetings, receptions, and other hotel events. The successful candidate will be responsible for maintaining high service standards, improving guest satisfaction, supervising front-line staff, supporting hotel operational procedures, and building relationships with corporate clients, local businesses, and community partners. This position plays a key role in ensuring a seamless guest experience while contributing to business development and revenue growth.

Job Duties and Responsibilities:
• Plan, oversee, and evaluate guest experience operations within the hotel to ensure service excellence and smooth day-to-day performance
• Develop, implement, and continuously improve service procedures and operational practices to enhance guest satisfaction and overall efficiency
• Maintain a high standard of customer service by responding to guest concerns, resolving service issues, and handling special requests in a prompt and professional manner
• Participate in the recruitment, training, supervision, and performance evaluation of guest service staff and other front-line team members
• Prepare staff schedules and assist in monitoring daily service levels to ensure effective coverage and consistent operational standards
• Review guest feedback, surveys, and online reviews to identify service trends and implement meaningful improvements
• Coordinate and oversee group bookings, meetings, receptions, and other hotel events to ensure a seamless and welcoming experience for guests and clients
• Liaise with clients, local businesses, and community partners regarding hotel services, event opportunities, and use of hotel facilities
• Support business development, promotional initiatives, and relationship-building efforts to help increase occupancy and event-related revenue
• Assist with the preparation and monitoring of departmental budgets, revenue goals, and related operating expenses
• Ensure compliance with hotel standards, company policies, and applicable health and safety requirements
• Work closely with other hotel departments to support efficient operations and deliver an exceptional overall guest experience

Employment requirements:
• Completion of secondary school is required
• Three to four years of experience in the accommodation or hospitality industry, including supervisory or management responsibilities, is required
• Strong leadership, communication, and interpersonal skills
• Excellent judgement and problem-solving abilities, particularly in addressing guest concerns and operational matters
• Ability to manage multiple priorities in a dynamic and fast-paced hotel environment
• Experience in guest relations, hotel operations, event coordination, and staff supervision is an asset

Your Skills:
• Client-focused with a genuine passion for delivering outstanding guest experiences
• Highly organized, with the ability to manage multiple priorities in a fast-paced environment
• A collaborative team player who works well with colleagues across departments
• Strong judgement and confidence in making thoughtful, timely decisions
• Dependable, professional, and committed to maintaining high standards
• Excellent oral communication and interpersonal skills
• Flexible and adaptable in response to changing operational needs

Work Conditions and Physical Capabilities
• Fast-paced environment
• Work under pressure
• Attention to detail
• Combination of sitting, standing and walking

Contact information/how to apply:
Email resume to: [email protected]

As an equal opportunity employer, we encourage applications from all qualified individuals and specifically applicants from traditionally underrepresented groups – including Indigenous persons, vulnerable youth, newcomers, and persons with disabilities – who may contribute to the continued diversification of our organization.