Full Time Guest Services Lead Partner

Brookstreet Hotel Corporation; Ottawa; On-site; CAD 50,000 - 65,000; Full time

Job summary

Brookstreet Hotel Corporation is seeking a Guest Services Partner Lead to uphold the highest standards of guest service across Front Office operations. The role oversees Night Audit coordination and partner teams to ensure smooth daily operations.

The position requires a strong focus on guest satisfaction, professional conduct, and the ability to mentor staff while maximizing inventory and rate integrity during high occupancy periods.

Qualifications

• Minimum 1–2 years' supervisory experience in Front Office operations; hotel experience is an asset.
• University degree or college diploma in Hotel Management an asset.
• Knowledge of computerized Front Office systems with emphasis in Opera Cloud; proficiency in Word and Excel.
• Must have cash/float handling experience.
• Open availability including am, pm and overnight shifts, weekends, evenings, and holidays.
• Strong Guest Service focus and excellent written and verbal communication skills.
• Highly organized, results-oriented, able to multitask and work under pressure.
• Smart Serve certification (Manager on Duty requirement).
• Bilingual in French/English is an asset.

Responsibilities

• Reporting to the Front Office Manager, the Guest Services Partner Lead ensures the highest level of Guest Service and maintains standards for all Guest Services positions.
• Coordinates Night Audit, Valet, Shuttle Ambassador, Lobby Ambassador partners to ensure smooth operation and guest satisfaction.
• Coaches and mentors partners, fostering career development and empowerment within Brookstreet Hotel.
• Maximizes rooms revenue by liaising with Guest Services to maintain rate and inventory integrity.

Skills

Front Office Supervisory

Opera Cloud

MS Word

Excel

Cash Handling

Shift Flexibility

Guest Service

Communication

Organized & Flexible

Smart Serve

French

English

Education

Hotel Management Degree

Tools

Opera Cloud

MS Office Suite

Job description

QUALIFICATIONS:

• Minimum 1-2years' previous supervisory experience in Front Office operations, Hotel an asset
• University degree or College diploma in Hotel Management an asset
• Knowledge of computerized Front Office systems required with emphasis in Opera Cloud Proficiency in Microsoft Word and Excel(Strong Administrative Skills)
• Must have cash/float handling experience
• Must have open availability be able to work am, pm and overnight shifts, including weekends, evenings, and holidays
• Strong Guest Service focus.
• Excellent written and verbal communication skills required
• Highly organized, results-oriented with the ability to be flexible, multi-task and work well under pressure.
• Must have Smart Serve certification( Manager on Duty requirement)
• Bilingual in French /English is an asset

RESPONSIBILITIES:

Reporting to the Front Office Manager, the Guest Services Partner Lead is responsible for ensuring the highest level of Guest Service and ensuring that standards are maintained for all positions within Guest Services. The Guest Services Partner Lead also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

• Helps coordinate Night Audit, Valet, Shuttle Ambassador, Lobby Ambassador Partners while on duty to ensure a smooth operation and the highest level of Guest satisfaction
• Maintains a high level of professionalism in all aspects of job performance
• Seeks feedback on Guest satisfaction and resolves problems in accordance with Brookstreet Hotel SOP's and philosophy of partner empowerment
• Coaches and mentors partners. Creates an environment that allows partners to achieve job fulfillment and provides a path for career development with Brookstreet Hotel
• Maximizes rooms' revenue through liaising with Guest Services to maintain continual rate and room inventory integrity

• Monitor and review arrival reports and VIPS's to ensure all special requirements are met or exceeded

• Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, ensuring Guest safety is followed by all hotel employees
• Performs Manager on Duty Role when required and scheduled
• Maintains Guest Service standards
• Effectively maximizes inventory levels during high occupancy/sold out nights.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Upholds the highest standard of internal and external customer service at all times.
• Other duties as assigned by Front Office Manager