Overnight Guest Service Manager

Start Your Journey With Us

WESTIN

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service, and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

Position Details:
Full Time
Overnight

The Impact You’ll Make:
Our Quality Keepers know that the countless small details end up making a big impression on our customers. It’s their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company.

The Overnight Guest Service Manager is in charge of the overnight operation of the Service Express Department, which includes the command center, front desk, bell services and valet team. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures.


The Wellness you Deserve:

We’ll support you in and out of the workplace by offering:

Team-spirited coworkers & encouraging management
Learning and development opportunities
Reward and Recognition Programs
Staff Accommodation (based on availability)
Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
Complimentary Staff Meal

What we are looking for:

A warm, people-oriented demeanor
A team-first attitude
Inspired to help and interact with others

Position Requirements:

Maintains regular and constant contact with Service Express associates and monitor their contact with guests
Provides constant feedback to department head concerning service issues, including guest desires, complaints and comments
Assists with the training of Service Express associates and makes certain that they are trained in all areas of Service Express.
Empowers and coaches associates in providing technically proficient, courteous and timely service
Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met
Conducts monthly departmental meetings
Manages and motivates team success in departmental incentive programs
Presents innovative ideas to hotel management
Makes certain that Marriott approved Service Express technology is used to its full capacity
Conduct Quarterly Dialogues with each direct report
Work with SX Manager and People and Culture to look at development planning
Participate in cross-training with Housekeeping
Ensure associates are trained in the safe work procedures associated with all of their tasks
Promote safety awareness to associates and demonstrate that safe job performance is the number one priority
Ensure associates report any unsafe conditions, practices or injuries as soon as possible and take appropriate actions
All other duties as assigned

Skills & Experience:

Must be able to build and maintain credibility and relationships with customers (internal and external)
Proven ability in managing time is critical; must be able to plan and execute effectively and efficiently
Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
Ability to access, input, analyze and retrieve information from computers
Experience using Galaxy UX, Lightspeed, GXP and MICROS an asset
Ability to create, implement and monitor hotel and staff goals, strategies, policies and training
Diploma or certificate in Hotel/Restaurant Management or the equivalent is an asset

General Requirements:

Strong working knowledge of MS Office applications – Word, Excel, PowerPoint
Detailed knowledge of Whistler area and available services
Possession of, or ability to obtain First Aid Certificate
Strong organization and planning skills
Ensure compliance with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
Set a good safety example

Health & Safety:

Health & Safety is at our core!
Daily stretches and movement to get you ready for your day
Safety orientations to ensure you feel safe at work
Proud to be COR certified – an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
Monthly safety committee meetings

You’re welcome here
Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
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