Directeur, service à la clientèle

Alt; Ottawa; On-site; CAD 34,000 - 51,000; Full time

Benefits offered by this job

Group benefits plan (50% employer paid

Discretionary annual bonus

Job summary

Germain Hotels in Ottawa is seeking a Guest Service Manager who can build relationships and drive a synergistic service culture across reception, reservations, night audit, concierge, and valet. The successful candidate will lead staffing planning, coach teams, ensure guest satisfaction, and uphold safety standards, including PCI DSS compliance.

The role offers a dynamic environment with varying shifts and a competitive hourly wage.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 3 to 5 years' experience in front desk management.
• 1 year supervising a hospitality team.
• Ability to solve problems and manage priorities.
• Excellent written and verbal communication skills.
• Good understanding of budget forecasting based on labor and costs.
• Knowledge of Office and OPERA PMS is an asset.

Responsibilities

• Actively participate in staffing, planning of resources, and support major transformation projects.
• Coach, develop and manage service teams' performance.
• Ensure guest satisfaction through anticipating needs, timely service, and effective handling of complaints.
• Maintain excellent relations with guests, employees, Germain Hotels service center, partners, and suppliers.
• Ensure safety and PCI DSS compliance within the hotel.

Skills

Front desk management

Team leadership

Problem solving

Communication

Budget forecasting

Office knowledge

Education

Diploma in Hotel Management

Tools

OPERA PMS

Office Suite

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


• 1 year of experience supervising a team in the hospitality industry


• 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? Enjoy exclusive rates on stays at Germain Hotels and explore the country. Again and again!

A work environment that fosters creativity and autonomy — contribute to the growth of a company that is committed to helping you move forward and recognizes you for who you truly are

Squats help you unwind? Enjoy access to a state-of-the-art gym right at your workplace

30 to 40 hours per week, with varying shifts and schedule

Hourly wage between $25 and $37/hour

Opportunity to receive a discretionary annual bonu

Group benefits plan paid 50% by the employer for full-time employees