Assistant Guest Services Manager

Germain Hotels group; Calgary; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Special staff rates

On-site gym

Autonomy and growth

Job summary

Germain Hotels group in Calgary, AB, is seeking a guest-focused Front Office Manager to lead service across front desk, reservations, night audit and concierge, ensuring every guest interaction exceeds expectations. You’ll train and motivate the team, monitor guest satisfaction, and adjust services as needed.

You’ll also manage room occupancy during peak periods and apply revenue strategies to optimize rentals.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 1–3 years management experience.
• Ability to see from the guest's perspective and address concerns.
• Quick, effective handling of requests and problems.
• Tolerance for unhappy or stressed guests.

Responsibilities

• Lead service across front desk, reservations, night audit and concierge; ensure guest requests and complaints are followed up.
• Train and motivate the team; maintain a stimulating, safe and healthy work environment.
• Continuously measure guest satisfaction and adjust services accordingly.
• Manage room occupancy during busy periods and apply revenue strategies to optimize rental income.
• Ensure premises safety, including knowledge of emergency and crisis response measures.

Skills

empathy

guest satisfaction

problem solving

stress tolerance

leadership

Education

Hotel Management diploma

Tools

Office Suite

OPERA PMS

Job description

You are the craftsman of guest satisfaction!

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.

What You’ll 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.