Guest Service Supervisor

Germain Hôtels; Canada; On-site; CAD 52,000 - 62,000; Full time

Benefits offered by this job

Special hotel rates nationwide

On-site gym facilities

Autonomy and growth opportunities

Job summary

Germain Hotels is seeking a Guest Service Supervisor to oversee reception, reservations, night audit and concierge operations. You will lead a dynamic team, shape guest experiences and ensure seamless coordination across departments to deliver exceptional service.

With a Diploma in Hotel Management preferred and 2+ years in hotel supervision, you will drive standards, mentor staff, and handle challenging guest situations with tact and empathy. Competitive salary and growth await.

Qualifications

• Minimum 2 years' management or supervisory experience in a hotel context.
• Ability to lead and mobilize teams with a guest-centric mindset.
• Strong communication and problem-solving skills in fast-paced environments.

Responsibilities

• Plan arrivals including regular guests and VIPs for a personalized stay.
• Support team members in their work and professional development.
• Ensure presence in service areas to uphold aesthetics and compliance with health, safety, and sanitation regulations.
• Communicate with other departments to coordinate customer service and inventory during peak periods.
• Act as a resource for complaint management and service excellence, including crisis scenarios.

Skills

Leadership

Guest relations

Conflict resolution

Team coaching

Education

Diploma in Hotel Management

Tools

OPERA PMS

Job 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

• Diploma in Hotel Management, an asset
• Minimum 2 years' management or supervisory experience in a hotel context
• Leader capable of inspiring, motivating and mobilizing teams
• Ability to put yourself in the guest's shoes and understand their feelings
  and concerns
• Quick and effective management of requests and problems
• Tolerance of unhappy or stressed guests
• Strong computer knowledge - experience with OPERA PMS, an asset

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.

The annual salary for this role is between $52,000 and $62,000, depending on
experience, qualifications, and internal equity.