Overnight Guest Service Manager

Position Summary

The Overnight Manager is responsible for the smooth overnight operations of Deerhurst Resort, ensuring the highest level of guest satisfaction. This includes serving as an information and referral source, handling emergency situations, and enforcing Resort Polices. The Overnight Manager will be responsible for maximizing our occupancy and revenue potential. Reporting to the Rooms Division Manager, the Overnight Manager is a key resource to the resort operation and an active member of the leadership team.

Duties and Responsibilities

• Leads the resort’s Overnight teams and all operations within these departments.
• Training, Development of team members, ensuring team members are equipped to provide excellent guest service.
• Coordinates the scheduling and labour controls to effectively meet budgeted labour percentages.
• Provides exceptional and professional service to our guests and team members
• Ensures the well-being of our guests and team members by being alert to and reporting potential hazards
• Excellent guest service specifically in arrival experience, guest’s services and departure experience. Ensures that guest and associate concerns are resolved in a professional and timely manner.
• Responsible Cash and Float handling
• Responds and follows up to inquiries relating to guest comments and concerns.
• Monitors lobby area and all public spaces for cleanliness, maintenance and safety.
• Responsible for the Health & Safety of all departments and guests for the overnight shift.
• Acts on behalf of the Executive Office with the authority to ensure company and Resort standards and procedures are being maintained.
• Ensures the daily audit is balanced and any discrepancies are brought to the Controllers immediate attention.
• Complete daily backup of the Property Management System.
• Champions and coordinates the blocking and room assignment of all incoming guest reservations.
• Performs switchboard duties, including using multi-line phone systems and radios.

Skills, Abilities & Attributes

• Guest oriented with a sincere, helpful, caring and friendly personality
• Able to work well with others
• Able to take initiative within given guidelines
• Pays precise attention to detail, order and cleanliness
• Has exceptional energy, flexibility and professionalism
• Enjoys offering exceptional service and meeting the needs of others
• Has effective communication skills (verbal, listening, writing)
• Able to adapt in a fast pace, constant changing environment within a dynamic work schedule
• Working knowledge of Property Manager and Micros/ DELPHI or related reservations software systems.
• Comfortable and enjoys managing diverse tasks at the same time
• Proven ability to organize tasks and priorities effectively with accurate sense of detail.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Work well in stressful, high volume work setting to meet the deadline demands.
• Must be able to work with and understand financial information and data

Education & Experience

• Experience in the supervision of personnel: recruitment, training and motivation.
• University, College or Hospitality Management degree an asset.
• Must have valid C.P.R and First Aid certification
• Must have valid Automated External Defibrillator (A.E.D) certification
• Must have valid driver’s license with a clean driving record.
• Smart Serve Certificate required

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