Guest Services Manager

Employer: Old Stone Inn

Location: Niagara Falls, Ontario

Salary: $20.00 to $28.78 hourly

Position Overview: The Guest Services Manager leads the Front Desk operation and is accountable for a warm, polished and memorable guest experience from pre arrival through departure and post stay follow up. *This is a highly visible, hands on leadership role* that develops the Guest Services team and coordinates closely with Housekeeping, Maintenance, Reservations, Sales, Events and Food and Beverage. Key Responsibilities: Guest Experience: ? Act as a visible and welcoming presence in the lobby and throughout the hotel.. ? Ensure every guest receives attentive, personalized and professional service.. ? Oversee arrivals, departures, room assignments, special requests and VIP experiences.. ? Anticipate guest needs and identify opportunities to personalize and enhance each stay.. ? Manage guest concerns and service recovery with professionalism, empathy and sound judgment.. ? Follow up on guest feedback and ensure issues are documented, communicated and resolved.. ? Monitor online revie