Guest Experience Lead & Reservations Coach

Germain Hôtels; Toronto; On-site; CAD 23,000 - 32,000; Full time

Benefits offered by this job

Discounted hotel stays

Gym facilities on-site

Career growth opportunities

Job summary

Germain Hotels in Toronto is seeking a spirited Team Lead Host/Hostess to warmly welcome guests and coordinate reservations, private dining events, and guest communications. You will help optimize seating and guest flow, supervise a host team, and contribute to a positive, memorable guest experience.

The role emphasizes strong interpersonal skills, a customer-first mindset, and the ability to manage multiple tasks with composure in a fast-paced hotel environment.

Qualifications

• High school diploma or equivalent experience.
• Restaurant experience an asset.
• Excellent stress and pressure management skills.
• Good physical condition: standing for long periods of time.
• Positive, trustworthy attitude and ability to work as part of a team.

Responsibilities

• Manage the daily reservation book through OpenTable.
• Optimize seating, pacing, and table availability to maximize guest experience and revenue.
• Coordinate VIP arrivals, special occasions, and guest requests while maintaining detailed guest profiles.
• Manage bookings for private dining events (up to 20 guests).
• Coordinate event details with culinary and service teams to ensure seamless execution.
• Promote menu enhancements and beverage pairings where appropriate.
• Manage the Punch email inbox and respond to guest inquiries by phone and email.
• Coordinate special requests, celebrations, and dietary accommodations.
• Resolve guest concerns or escalate to management when required.
• Monitor and respond to Google and OpenTable reviews.
• Share guest feedback and service trends with the leadership team.
• Support, coach, and train the host team.
• Prepare daily VIP reports and reservation communications.
• Maintain reservation records and assist with reporting and administrative projects.

Skills

Interpersonal skills

Customer service

Stress management

Teamwork

Education

High school diploma

Job description

Germain Hotels in Toronto is seeking a spirited Team Lead Host/Hostess to warmly welcome guests and coordinate reservations, private dining events, and guest communications. You will help optimize seating and guest flow, supervise a host team, and contribute to a positive, memorable guest experience.

The role emphasizes strong interpersonal skills, a customer-first mindset, and the ability to manage multiple tasks with composure in a fast-paced hotel environment.