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  • Full Time
  • Innisfil
  • December 31, 2022

Employer

Role Summary
The Guest Services Assistant Manager reports directly to the Guest Services Manager. This role will
assist the Manager with all aspects of the Guest Services department. This individual is responsible for
assisting with the leadership of the team in a constructive and efficient manner creating and maintaining
excellence. This role will assist with developing, implementing and maintaining a comprehensive and
integrated homeowner and guest experience. They are also responsible for overseeing the day to day
operations of the Welcome Centre and Call Centre. They must anticipate homeowner, member and
guest needs, assisting with facilitating all requests and ensuring each guest has a memorable experience.

Responsibilities
● Assist with designing and implementing policies, procedures, and auditing measures to facilitate
a seamless experience for all
● Oversee call reporting system; analyze call volumes, call length and purpose, to develop industry
productivity, service and labour standards
● Assist with leading the day-to-day guest service operations
● Lead and provide oversight to assure effective deployment of workforce productivity services,
systems and practices
● Develop and maintain departmental operational policies and work procedures
● Creation and adherence to service recovery practices and programs
● Solution focused mindset, responsible for conflict resolutions within the workplace and between
individuals
● Plan, track and control financial operating budgets and capital expenditures
● Create departmental business plan on annual basis and prepare various accounting summaries
and reports
● Direct and lead the employees, ensuring the successful internal operations of the department
including; professional and courteous customer service, complete utilization and accuracy of
management software system, proper training
● Responsible for scheduling, payroll, recruitment and training and development of team
● Determine guest preferences through open communication channels including surveys and
questionnaires
● Maintain an organized, well stocked, visually pleasing retail space in the Welcome Center
● Assist with inventory management in the Welcome Centre
● Maintain an organized, current database of all homeowner information
● Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working
environment with active participation in the health and safety program
● Adhere to all environmental policies and programs as required
● Other duties as assigned

Requirements
● Degree, diploma or certificate in hospitality, travel and tourism or other related discipline
● 2-4 years’ previous Guest Services leadership or 1-2 years managing Homeowner Services within
the hospitality or resort industry
● Experience in a luxury resort environment
● Strong knowledge of the local area
● Must be computer literate. Preferred candidate will have previous experience with membership
and rental software, property management software, Microsoft Word and Excel
● Strong verbal and written communication skills
● Detail-oriented and works with a high degree of accuracy
● Ability to multi-task in a fast-paced environment
● Must be extremely responsible with integrity and ability to maintain confidentiality and
discretion
● Must possess excellent customer service skills

How to apply:

Via Agilec - meomadeley@agilec.ca

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