Assistant Guest Service Manager

Germain Hôtels; Brossard; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Special travel rates

Gym access

Autonomy in work

Job summary

Germain Hotels in Brossard, QC is seeking a hotel manager focused on guest satisfaction. You will lead front desk, reservations, night audit and concierge teams to deliver consistent service excellence.

You will train staff, monitor guest feedback, optimize occupancy and drive room revenue while ensuring a safe, welcoming environment for guests and colleagues. Evening shifts and weekends are required; collaboration with other departments is essential to exceed guest expectations.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 1 to 3 years' management experience.
• Ability to put oneself in the guest's shoes and understand their concerns.
• Quick and effective management of requests and problems.
• Tolerance for unhappy or stressed guests.
• Knowledge of the Office Suite and experience with OPERA PMS, an asset.

Responsibilities

• Lead by example and collaborate with other departments to ensure service excellence across front desk, reservations, night audit, and concierge.
• Train and maintain team motivation and productivity in a safe, healthy work environment.
• Continuously measure guest satisfaction and adjust services accordingly.
• Manage room occupancy during busy periods.
• Optimize room rental revenues by applying existing strategies.
• Ensure the safety of the premises and people, including fire emergency procedures.
• Provide support to various hotel departments as needed.
• Be available to work evening shifts and weekends.

Skills

Guest satisfaction

Team leadership

Customer service

Problem solving

Empathy

Education

Diploma in Hotel Management

Tools

OPERA PMS

Office Suite

Job description

You are the craftsman of guest satisfaction.

The hotel is conveniently located just a 5-minute walk from the REM station, and free on-site parking is also available.

What You'll Do

• Lead by example and collaborate with other departments to ensure that our level of service from front desk, reservations, night audit, concierge is always at its best and follow up on special requests or guest complaints.
• Participate in training and maintaining team motivation and productivity by promoting a stimulating, safe and healthy work environment.
• Continuously measure guest satisfaction and adjust services accordingly.
• Manage room occupancy during busy periods.
• Optimize room rental revenues by applying existing strategies.
• Ensure the safety of the premises and people by knowing and deploying (as required) emergency and crisis management measures including in the event of fire.
• May be required to provide support to various hotel departments based on operational needs.
• Must be available to work evening shifts and weekends.

What You Will Bring

• Diploma in Hotel Management or equivalent experience
• 1 to 3 years' management experience
• Ability to put oneself in the guest's shoes and understand their concerns
• Quick and effective management of requests and problems
• Tolerance for unhappy or stressed guests
• Knowledge of the Office Suite and experience with OPERA PMS, an asset

What We Offer

• Passionate about travel? Take advantage of special rates when you stay with Germain Hotels and travel the country. Again and again!
• A work environment that fosters creativity and autonomy - contribute to the growth of a company that strives to move you forward and recognizes you for who you really are.
• Squats help you relax? Get access to a state-of-the-art gym right in your workplace.

Germain Hotels may use artificial intelligence-enabled tools to support the screening and assessment of applications. All hiring decisions are made by our HR team and hiring managers based on each candidate’s skills, experience, qualifications and alignment with the role requirements.