Job Title:

Guest Services Manager


Sandman Hotel and Suites Calgary South


Calgary, AB

Closing Date:


The Guest Service Manager (GSM) will be responsible for assisting with the oversight of all Guest Service Agents, greeting and registering guests, providing outstanding guest service and settling guest accounts upon checkout. Other duties will include registering guests, making and modifying reservations, acting as hotel operator, and performing concierge duties. The GSM will motivate and help coach Guest Service Agents, and possess a positive and upbeat personality with a desire to deliver outstanding customer service to guests of the hotel. This individual must have the ability to multi-task, be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers. Other duties will be assigned as necessary.

Job Duties

  • Greet guests with a smile and answer their questions as required.
  • Issues room keys, pamphlets, discount cards, etc.
  • Work in conjunction with the bell staff to assist guests to their rooms.
  • Answer various questions from guests.
  • Arrange transportation for guests.
  • Compute bills, collect payment and make change for guests.
  • Run various reports on the computer for management.
  • Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
  • Complete shift audits as required.
  • Print updated in-house, arrival, departure, and room status reports every two hours pending activity.
  • Check all unresolved departures.
  • Review service requests for arrivals.
  • Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day and clean and tidy front desk area
  • Write all wake-up call requests on specified form and enter on switchboard.
  • Complete welcome calls.
  • Lead Guest Service Agents by example and assist with coaching and mentoring activities.
  • Refer all inquiries to the appropriate individuals, divisions/departments across the organization.
  • Provide information to staff and/or clients about special activities.
  • Observe and report any security issues to the Manager.
  • Administer and manage inbound/outbound mail, including priority post, packages, courier services, and other correspondence.

Compensation & Benefits:

Wages: To be negotiated


  • Provincial Medical, Group Life Insurance, Extended Health, Dental, Vision Care,
  • Vacation Pay Plan exceeds Provincial Labour Standards.
  • Discounted hotel stays for self, family, and friends.
  • 3rd Party discount program.



  • High School Diploma, G.E.D. or equivalent.
  • Completion of a two-year apprenticeship program, or a college program in front desk operations or hotel management preferred.
  • 2 years of experience as a Hotel Front Desk Clerk.
  • Experience in all aspects of customer service and people management.
  • Demonstrated ability to lead and direct a team.
  • Strong working knowledge of hospitality industry principles, methods, practices, and techniques.
  • Ability to supervise employees, including organizing, prioritizing, and scheduling work assignments.
  • Strong working knowledge of accounting practices and principles.
  • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
  • Exceptional conflict resolution, negotiation, and objection handling skills.
  • Able to respond quickly in a dynamic and changing environment.
  • Able to build and maintain lasting relationships with corporate departments, key business partners, and customers.
  • Able to effectively communicate both verbally and in writing.
  • Ability to coordinate and organize meetings, exhibits, and other events.
  • High level of proficiency with Microsoft Office software packages.

Work Conditions

  • Some travel may be required.
  • Ability to attend and conduct presentations.
  • Manual dexterity required to use desktop computer and peripherals.
  • Overtime as required.

Applicants who do not already have legal permission to work in Canada will not be considered.

Salary: To be negotiated (dependent upon qualifications & experience)


If this sounds like a job for you, send us your resume to join our team.


Posted 2017-06-26

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