Directeur, service à la clientèle

Alt; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Great hotel stay rates

Growth and autonomy

Gym access on-site

Job summary

Germain Hotels in Montreal seeks a Guest Service Manager to build relationships and drive synergy across reception, reservations, night auditing, concierge and valet operations. You will coordinate service teams and ensure smooth day-to-day hotel operations.

You will lead staffing planning, coach teams, monitor budgets, and ensure safety and PCI DSS compliance while maintaining outstanding guest satisfaction and strong relationships with guests, employees, partners and the Germain Hotels service

Qualifications

• Diploma or equivalent in hotel management or related field.
• 3–5 years in front desk management or hotel service leadership.
• Ability to solve problems, manage priorities and work efficiently and professionally.
• Assertiveness and strong written and spoken communication; inspire and mobilize teams.
• Solid understanding of budget forecasting based on labor and hotel operations costs.

Responsibilities

• Participate in staffing, financial and material resources planning and support major transformation projects.
• Coach, develop and manage performance of service teams through formal and informal means.
• Ensure guest satisfaction and quality of experience through anticipation of needs, timely service, recognition, and effective complaint management.
• Maintain excellent relations with guests, employees, Germain Hotels service center, partners and suppliers.
• Ensure safety of premises and people, including emergency and crisis management and PCI DSS compliance.

Skills

Communication

Problem solving

Team leadership

Time management

Budget forecasting

Education

Diploma in Hotel Management or equivalent experience

Tools

OPERA PMS

Office

Job description

Description

We're looking for a Guest Service Manager who can easily build relationships and create a strong "synergy" within our service teams. This guest satisfaction enthusiast will use his or her dynamism and know-how to ensure smooth, efficient coordination of all our hotel's operations in terms of reception, reservations, night auditing, concierge services and valet parking. He.she is willing to go to great lengths to ensure the highest level of guest satisfaction.

WHAT YOU'LL DO

• Actively participate in the management and planning of the hotel staffing, financial and material resources and support major transformation projects.
• Support, coach, develop and manage the performance of service teams through formal and informal means.
• Ensure guest satisfaction and quality of experience through anticipation of needs, timeliness, recognition, and effective complaint management.
• Maintain excellent relations with all members related to the work environment: guests, employees, Germain Hotels service center, partners, suppliers, etc.
• Ensure the safety of the premises and people by knowing and deploying (if necessary) emergency and crisis management measures, including in the event of fire; by disseminating crime trends and by ensuring the hotel's compliance with the PCI DSS standard.

WHAT YOU'LL BRING

• Diploma in Hotel Management or equivalent experience
• 3 to 5 years' experience in front desk management
• Ability to solve problems, manage priorities and work efficiently and professionally
• Assertiveness and natural ability to communicate (both orally and in writing), inspire and mobilize teams
• Excellent understanding of budget forecasting based on labor and hotel operations costs
• Good knowledge of the Office and OPERA PMS, an asset

WHAT WE OFFER

• Passionate about travel? Take advantage of great rates when you stay with Germain Hotels to 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.