Bilingual Front Desk & Guest Experience Lead

Gray Collection; Montreal (administrative region); Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Gray Collection in Montreal, QC, is seeking a Front Desk Manager to lead the front of house with a dynamic and proactive approach. You will guide concierge, valet, and front desk teams to deliver a consistently exceptional guest experience.

Qualifications include full bilingual capabilities (French/English), flexibility to cover various shifts, and keen attention to detail. The role emphasizes collaboration with departments and adherence to service standards to maximize guest satisfaction.

Qualifications

• Bilingual in French and English, with excellent verbal and written communication.
• Flexible availability including days, evenings, and weekends.
• Strong attention to detail and organizational skills.

Responsibilities

• Coordinate all front-of-house operations including concierge, valet, and front desk services.
• Define and implement guest service quality standards.
• Foster discretion and maintain guest confidentiality.
• Build strong relationships with all hotel departments for collaboration.
• Promote a collaborative team environment to exceed guest expectations.
• Supervise and participate in delivering guest services.
• Ensure guest satisfaction during and after service.
• Provide guests with information on hotel services, attractions, and programming.
• Ensure service areas have tools and resources (computers, equipment).
• Ensure compliance with departmental policies and procedures.
• Work with Reservations and Revenue Management to maximize occupancy and revenue.
• Apply disciplinary measures fairly with documentation when required.
• Participate in workforce planning and recruitment activities.
• Identify training and coaching needs and follow-up.
• Collaborate on work methods to optimize team performance.

Skills

Bilingual FR/EN

Customer service

Strong communication

Tools

Opera PMS

MS Office

Job description

Gray Collection in Montreal, QC, is seeking a Front Desk Manager to lead the front of house with a dynamic and proactive approach. You will guide concierge, valet, and front desk teams to deliver a consistently exceptional guest experience.

Qualifications include full bilingual capabilities (French/English), flexibility to cover various shifts, and keen attention to detail. The role emphasizes collaboration with departments and adherence to service standards to maximize guest satisfaction.