Guest Experience Lead

Germain Hôtels; Toronto; On-site; CAD 56,000 - 70,000; Full time

Benefits offered by this job

Special discounted rates

Autonomy and growth opportunities

On-site gym facilities

Job summary

Germain Hotels in Toronto is seeking an Assistant Guest Service Manager to coordinate front-of-house operations and ensure guest satisfaction. You will lead by example across front desk, reservations, night audit, and concierge while upholding brand standards.

The role requires a Diploma in Hotel Management or equivalent, 1–3 years of management experience, a guest-first mindset, and strong problem-solving skills. Office Suite proficiency is expected; OPERA PMS is a plus.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 1 to 3 years' management experience.
• Ability to put oneself in the guest's shoes and understand their concerns.
• Quick and effective management of requests and problems.
• Tolerance for unhappy or stressed guests.
• Knowledge of the Office Suite and OPERA PMS, an asset.

Responsibilities

• Lead by example and collaborate with other departments to ensure service excellence across front desk, reservations, night audit, and concierge.
• Promote training and maintain team motivation and productivity in a safe, healthy work environment.
• Continuously measure guest satisfaction and adjust services accordingly.
• Optimize room rental revenues by applying existing strategies.
• Ensure safety through crisis management measures including in the event of fire.

Skills

Guest empathy

Problem solving

Team leadership

Communication

Education

Diploma in Hotel Management or equivalent

Tools

OPERA PMS

Office Suite

Job description

Germain Hotels in Toronto is seeking an Assistant Guest Service Manager to coordinate front-of-house operations and ensure guest satisfaction. You will lead by example across front desk, reservations, night audit, and concierge while upholding brand standards.

The role requires a Diploma in Hotel Management or equivalent, 1–3 years of management experience, a guest-first mindset, and strong problem-solving skills. Office Suite proficiency is expected; OPERA PMS is a plus.