Guest Services Manager

Germain Hôtels; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Job summary

Germain Hotels is seeking a Guest Service Manager to build relationships and create a strong synergy within our service teams. This role coordinates reception, reservations, night auditing, concierge services and valet parking to ensure the highest level of guest satisfaction.

You will lead staffing planning, coach teams, uphold quality standards and manage budgets, while maintaining excellent relations with guests and partners.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 3 to 5 years' experience in front desk management.
• Ability to solve problems, manage priorities and work efficiently and professionally.
• Assertiveness and natural ability to communicate (both orally and in writing).
• Excellent understanding of budget forecasting based on labor and hotel operations costs.
• Good knowledge of Office and OPERA PMS, an asset.

Responsibilities

• Actively participate in the management and planning of staffing, financial and material resources and support major transformation projects.
• Support, coach, develop and manage the performance of service teams through formal and informal means.
• 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 the safety of the premises and people by deploying emergency and crisis management measures, including PCI DSS compliance.

Skills

Front desk management

Team leadership

Budget forecasting

Customer service

Problem solving

Communication

Education

Diploma in Hotel Management

Tools

Office

OPERA PMS

Job description

We\'re looking for a Guest Service Manager who can easily build relationships and create a strong "synergy" within our service teams. This guest satisfaction enthusiast will use his or her dynamism and know-how to ensure smooth, efficient coordination of all our hotel\'s operations in terms of reception, reservations, night auditing, concierge services and valet parking. He.she is willing to go to great lengths to ensure the highest level of guest satisfaction.

What You\'ll Do

• Actively participate in the management and planning of the hotel staffing, financial and material resources and support major transformation projects.
• Support, coach, develop and manage the performance of service teams through formal and informal means.
• Ensure guest satisfaction and quality of experience through anticipation of needs, timeliness, recognition, and effective complaint management.
• Maintain excellent relations with all members related to the work environment: guests, employees, Germain Hotels service center, partners, suppliers, etc.
• Ensure the safety of the premises and people by knowing and deploying (if necessary) emergency and crisis management measures, including in the event of fire; by disseminating crime trends and by ensuring the hotel\'s compliance with the PCI DSS standard.

What You\'ll Bring

• Diploma in Hotel Management or equivalent experience
• 3 to 5 years\' experience in front desk management
• Ability to solve problems, manage priorities and work efficiently and professionally
• Assertiveness and natural ability to communicate (both orally and in writing), inspire and mobilize teams
• Excellent understanding of budget forecasting based on labor and hotel operations costs
• Good knowledge of the Office and OPERA PMS, an asset

What We Offer

• Passionate about travel? Take advantage of great rates when you stay with Germain Hotels to 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.