Guest Service Operations Manager

Caught you looking…this position is not your traditional Guest Service Manager role. As we open the doors to the reimagined Hotel Victoria and Social House, we embrace our historic roots but look forward to shaking things up a bit. The Vic will be the gathering place in the heart of downtown Toronto. With an eclectic, comfy and inviting atmosphere that celebrates the history of the hotel, a vibrant social scene embracing the local community, art and live music, and all day bites with bevvys to match…this will be the place to hang out all day long. Guests checking in, or checking out the social house, will intermingle and be treated to a unique and exceptional experience every visit.
Joining this team, will challenge you to be an all round hospitality leader. You may be focused on front office and guest service today, and food and beverage tomorrow. Being a part of the Vic team means more than just greeting Guests or running the average lobby bar. We’re looking for people who love doing it all, always think outside the box, enjoy chatting it up with guests, have high energy and a fearless can-do attitude.
If you like bringing your personality to work, enjoy having fun and creating memorable guest experiences, and want to develop your hospitality career…this could be the place for you!
Key Responsibilities
Reporting to the General Manager, the Guest Services Operations Manager will:

• Work closely with the small, but mighty, leadership team to ensure smooth operations, highly profitable of course, and a seamless guest experience.
• Oversee the day-to-day operations of the 56 room hotel including front office and guest services…and F&B related stuff with the Social House as required.
• Implement procedures and processes that ensure success for the operations and growth and development for the team members, turning them into well rounded hospitality professionals.
• Drive a culture of performance and high engagement through recognition, training, and coaching;

Requirements
In addition to the core job requirements, skill sets and work-related experience; the ideal candidate will illustrate the ability and drive to

• Be an engaging leader who is highly inclusive, inspiring and able to relate to all levels;
• Create a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.
• Drive the corporate culture, personifying it in daily interactions with both guests and team members;

What We Are Looking For...

• Available to work nights, weekends, and/or holidays as required.
• Organized, results-orientated, proven time management skills and ability to work under pressure;
• Strong computer skills, with knowledge of Microsoft Office, is essential…Property management and Point of Sale systems will be helpful.
• Strong problem-solving and critical thinking skills;
• University or College diploma in Hospitality is interesting but not needed
• Hands-on approach to training and a leadership style committed to developing and motivating the team to attain an exceptional level of guest service;
• Creativity, innovation and an ability to think outside the box…and challenge others to do the same.
• Thrives in a fast-paced environment
• Passion for guest service, food & beverage and the hospitality industry as a whole…experience is an asset.

What We Offer

• Team Member Referral Program
• Competitive compensation package including Group Medical Insurance
• Silver Lining Corporate Impact Program
• RRSP Matching Program
• Team Building Events
• Annual Wellness Credit
• Leadership Development
• Culture of Recognition Program
• Education Reimbursement for you (and your children!)
• Hotel Stay Discounts

About SHG
Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.
At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.
As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.
Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.
Help us build something exceptional!
The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact [email protected].
The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.