Front Desk Manager - Metcalfe Hotel Montréal

Gray Collection; Montreal (administrative region); Híbrido; CAD 50 000 - 70 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Bilingual FR/EN

Customer service

Strong communication

Ferramentas

Opera PMS

MS Office

Descrição da oferta de emprego

Reporting to the Director of Rooms, the Front Desk Manager is a dynamic and creative leader who fosters an inspiring and proactive work environment. They ensure an exceptional guest experience through effective management and strategic planning of front office operations. With strong listening and interpersonal skills, they support both guests and team members while continuously enhancing service standards and ensuring their consistent implementation through coaching, guidance, and operational support.

RESPONSIBILITIES

• Coordinate all front-of-house operations, including concierge, valet, and front desk services;
• Define and implement guest service quality standards;
• Foster a culture of discretion and ensure guest confidentiality is maintained at all times;
• Establish and maintain strong working relationships with all hotel departments to maximize collaboration and productivity;
• Promote a collaborative team environment focused on identifying and exceeding guest expectations;
• Supervise and participate in the delivery of guest services;
• Ensure guest satisfaction during and after service delivery;
• Provide guests with information regarding hotel services, local attractions, regional activities, and hotel programming;
• Ensure all service areas are equipped with the tools and resources required for efficient front desk operations (computer systems, equipment, etc.);
• Ensure compliance with departmental policies and procedures established by management regarding guest reception and service standards;
• Work closely with Reservations and Revenue Management teams to maximize occupancy and revenue;
• Apply disciplinary measures fairly and maintain supporting documentation when required;
• Participate in workforce planning and recruitment activities;
• Identify training and coaching needs and ensure appropriate follow-up;
• Collaborate in the development and implementation of work methods and procedures to optimize team performance.

QUALIFICATIONS

• 1 to 2 years of relevant experience in a similar role;
• Fully bilingual in both French and English, with excellent verbal and written communication skills;
• Flexible availability, including days, evenings, and weekends;
• Strong knowledge of hotel management systems (Opera experience is considered an asset);
• Proficiency in Microsoft Office Suite;
• Exceptional attention to detail and strong organizational skills.