Guest service supervisor

Germain Hotels group; Baie-Saint-Paul; On-site; CAD 52,000 - 54,000; Full time

Benefits offered by this job

Special travel rates

Autonomy at work

Gym access

Job summary

Germain Hotels group in Baie-Saint-Paul, QC, seeks a Guest Service Supervisor to oversee reception, reservations, night audit and concierge operations, ensuring a smooth flow of service and an outstanding guest experience.

You will lead and develop the team, coordinate with departments, and handle guest requests with empathy, patience and rapid resolution; OPERA PMS experience is a plus in this full-time role.

Qualifications

• 1 to less than 2 years of relevant customer service experience in the hospitality industry.
• Strong empathy and ability to understand guests’ feelings and concerns.
• Ability to handle requests and resolve issues quickly and efficiently.
• Patience and professionalism when dealing with dissatisfied or stressed guests.
• Strong computer skills; experience with OPERA (PMS) is an asset.
• Inspiring leader with the ability to motivate, engage, and mobilize teams.

Responsibilities

• Plan arrivals including regular guests as well as VIPs to ensure they enjoy a personalized stay.
• Support team members in their work and professional development.
• Ensure a regular presence in the service areas to ensure that our sense of aesthetics is everywhere and that all health, safety, hygiene, and sanitation regulations are respected.
• Be in constant communication with other departments to smoothly coordinate customer service activities, including inventory management during busy periods.
• Act as a resource person for the team both in terms of complaint management and the deployment of our service excellence, as well as in the event of an emergency or crisis.

Skills

Guest service experience

Empathy

Issue resolution

Patience

Leadership

OPERA PMS knowledge

Tools

OPERA PMS

Job description

Description

Your repartee is as legendary as your sense of hospitality!

The Guest Service Supervisor has a dynamic approach that enables him/her to ensure the smooth running of reception, reservations, night audit and concierge operations. Because he.she excels in the art of juggling delicate situations and stands out for his.her responsiveness to the unexpected, he.she ensures an outstanding level of service at all times and makes sure that all team members do the same.

WHAT YOU'LL DO

• Plan arrivals including regular guests as well as VIPs to ensure they enjoy a personalized stay.
• Support team members in their work and professional development.
• Ensure a regular presence in the service areas to ensure that our sense of aesthetics is everywhere and that all health, safety, hygiene, and sanitation regulations are respected.
• Be in constant communication with other departments to smoothly coordinate customer service activities, including inventory management during busy periods.
• Act as a resource person for the team both in terms of complaint management and the deployment of our service excellence, as well as in the event of an emergency or crisis.

WHAT YOU'LL BRING

• 1 to less than 2 years of relevant customer service experience in the hospitality industry
• Strong empathy and ability to understand guests’ feelings and concerns
• Ability to handle requests and resolve issues quickly and efficiently
• Patience and professionalism when dealing with dissatisfied or stressed guests
• Strong computer skills; experience with OPERA (PMS) is an asset
• Inspiring leader with the ability to motivate, engage, and mobilize teams

WHAT WE OFFER

• Passionate about travel? Take advantage of special rates when you stay with Germain Hotels and travel the country. Again and again!
• A work environment that fosters creativity and autonomy - contribute to the growth of a company that strives to move you forward and recognizes you for who you really are.
• Squats help you relax? Get access to a state-of-the-art gym right in your workplace.

Additional Information

• This is a full-time, permanent position.
• This position is with HAC Québec SEC, and the work location is 50 rue de la Ferme, Baie-Saint-Paul, Quebec, G3Z 0G4.
• This is a non-unionized position.
• The annual salary range for this position is $52,000 to $53,560.
• Eligible for an annual bonus of up to 5% of gross salary.