Guest Experience Supervisor — Front Desk & Services

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

Benefits offered by this job

Gym access

Special hotel rates

Job summary

Germain Hotels is seeking an Assistant Guest Service Manager to coordinate front-of-house operations and drive guest satisfaction at our Toronto property. You will lead a team across front desk, reservations, night audit, and concierge, ensuring requests and guest concerns are handled promptly and professionally.

The role requires a Diploma in Hotel Management or equivalent experience and 1–3 years of management experience, plus knowledge of OPERA PMS and MS Office.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 1 to 3 years of 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 experience with OPERA PMS, an asset

Responsibilities

• Lead by example and collaborate with other departments to ensure that our level of service from front desk, reservations, night audit, concierge is always at its best and follow up on special requests or guest complaints.
• Participate in training and maintaining team motivation and productivity by promoting a stimulating, safe and healthy work environment.
• Continuously measure guest satisfaction and adjust services accordingly.
• Manage room occupancy during busy periods.
• Optimize room rental revenues by applying existing strategies.
• Ensure the safety of the premises and people by knowing and deploying (as required) emergency and crisis management measures including in the event of fire.

Skills

Guest empathy

Problem solving

Office Suite

OPERA PMS

Education

Diploma in Hotel Management

Equivalent experience

Tools

OPERA PMS

Office Suite

Job description

Germain Hotels is seeking an Assistant Guest Service Manager to coordinate front-of-house operations and drive guest satisfaction at our Toronto property. You will lead a team across front desk, reservations, night audit, and concierge, ensuring requests and guest concerns are handled promptly and professionally.

The role requires a Diploma in Hotel Management or equivalent experience and 1–3 years of management experience, plus knowledge of OPERA PMS and MS Office.