Assistant Guest Services Manager

Germain Hotels; Toronto; On-site; CAD 56,000 - 70,000; Full time

Benefits offered by this job

Special travel rates

On-site gym access

Autonomy and growth opportunities

Job summary

Germain Hotels in Toronto is seeking an Assistant Guest Service Manager to oversee front-of-house operations and guest satisfaction. This role emphasizes diplomacy, organization, and ensuring standards are consistently upheld.

You will lead front desk, reservations, night audit, and concierge collaborations, train teams, manage guest requests, and optimize revenue while ensuring safety and crisis readiness. A Diploma in Hotel Management and 1–3 years of experience are preferred.

Qualifications

• Diploma in Hotel Management or equivalent
• 1 to 3 years' management experience
• Ability to empathize with guests and manage requests quickly
• Knowledge of OPERA PMS is an asset

Responsibilities

• Lead front-of-house operations and guest satisfaction initiatives
• Train and motivate the team and promote safety and wellbeing
• Monitor guest satisfaction and adjust services accordingly
• Maximize room revenue using existing strategies

Skills

Hospitality management

Guest relations

Leadership

Education

Diploma in Hotel Management

Tools

OPERA PMS

Office Suite

Job description

• Pay or shift range: $56,322 CAD to $70,402 CAD
  We take care of our people, and that starts with clarity. The salary or hourly range for this role is shared in this posting, and pay is determined based on experience, qualifications, and internal equity.If the role is unionized, compensation follows the current collective agreement. Where applicable, this position may also be eligible for a discretionary bonus plan.

Description

You are the craftsman of guest satisfaction!

We're looking for an Assistant Guest Service Manager, with strong organizational skills to be at the heart of the action. Responsible for coordinating front of house operations and ensuring guest satisfaction, this proactive and diplomatic person ensures the smooth running of the department's activities. The Assistant is driven by the desire to ensure that everyone feels comfortable and that the organization's standards are always respected.

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.
• 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 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.

The annual salary for this role is between $56 322 and $70 402 , depending on experience, qualifications, and internal equity.

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.