Guest Experience Manager

Germain Hotels group; Canada; On-site; CAD 34,000 - 51,000; Full time

Benefits offered by this job

Exclusive travel rates

Gym access

Discretionary annual bonus

Group benefits plan

Job summary

Germain Hotels group in Canada is seeking a Guest Service Manager who can build strong relationships across reception, reservations, night auditing, concierge, and valet services to deliver seamless operations and outstanding guest experiences.

You will lead service teams, manage staffing and resources, coach staff, handle guest needs and complaints, and ensure safety and PCI DSS compliance while maintaining budget awareness and professional communication.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 3–5 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 strong written and verbal communication, ability to inspire and mobilize teams.
• Excellent understanding of budget forecasting based on labor and hotel operations costs.
• Good knowledge of Office and OPERA PMS is an asset.

Responsibilities

• Coordinate staffing, financial and material resources and support major transformation projects.
• Coach, develop and manage the performance of service teams.
• Ensure guest satisfaction and quality of experience through anticipation of needs, timely service, recognition and effective complaint management.
• Maintain excellent relations with guests, employees, Germain Hotels service center, partners and suppliers.
• Ensure safety of premises and people, including emergency and crisis management and PCI DSS compliance.

Skills

Problem solving

Communication

Team leadership

Budget forecasting

Customer service

Prioritization

Education

Diploma in Hotel Management

Tools

Office Suite

OPERA PMS

Job description

Germain Hotels group in Canada is seeking a Guest Service Manager who can build strong relationships across reception, reservations, night auditing, concierge, and valet services to deliver seamless operations and outstanding guest experiences.

You will lead service teams, manage staffing and resources, coach staff, handle guest needs and complaints, and ensure safety and PCI DSS compliance while maintaining budget awareness and professional communication.