Guest Service Supervisor

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

Benefits offered by this job

Discounted hotel rates

Gym access

Autonomy and growth

Job summary

Germain Hotels in Ottawa is seeking a Guest Service Supervisor to oversee reception, reservations, night audit and concierge operations.

You will lead a team, manage VIP arrivals, support staff development, and ensure service excellence while coordinating with other departments and maintaining safety standards.

Salary ranges are disclosed in the posting, with discretionary bonus eligibility; compensation reflects experience and internal equity.

Qualifications

• Diploma or equivalent in hotel management is preferred.
• Minimum 2 years' management or supervisory experience in a hotel.
• Strong guest-focus and problem-solving abilities.
• Ability to manage multiple tasks under pressure.

Responsibilities

• Plan arrivals for regular and VIP guests to ensure a personalized stay.
• Support team development and provide coaching.
• Ensure health, safety, hygiene, and sanitation standards are met.
• Coordinate with departments to optimize service delivery during peak times.
• Handle guest complaints and deploy service excellence.

Skills

Leadership

Customer service

Problem solving

Staff development

Education

Diploma in Hotel Management

Tools

OPERA PMS

Job description

• Pay or shift range: $52,000 CAD to $62,000 CAD
  We take care of our people, and that starts with clarity. The salary or hourly range for this role is shared in this posting, and pay is determined based on experience, qualifications, and internal equity.If the role is unionized, compensation follows the current collective agreement. Where applicable, this position may also be eligible for a discretionary bonus plan.

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 concernsQuick 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.

Germain Hotels may use artificial intelligence-enabled tools to support the screening and assessment of applications. All hiring decisions are made by our HR team and hiring managers based on each candidate’s skills, experience, qualifications and alignment with the role requirements.