Guest Services Manager

Germain Hotels group; Montreal (administrative region); Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Gym access

Employee travel rates

Autonomy and creative environment

Job summary

Germain Hotels group seeks a Guest Service Manager to build relationships and coordinate hotel operations across reception, reservations, night auditing, concierge services and valet parking.

You will lead service teams, manage staffing and budgets, and ensure top guest satisfaction while maintaining safety and PCI DSS compliance.

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.
• Assertiveness and strong communication (oral & written) to inspire teams.
• Good knowledge of budget forecasting for labor and hotel operations costs.

Responsibilities

• Actively participate in staffing, financial and material resources planning.
• Support, coach, develop and manage service teams.
• Ensure guest satisfaction and quality of experience through anticipation of needs and complaint handling.
• Maintain excellent relations with guests, employees, service center, partners and suppliers.
• Ensure safety and PCI DSS compliance across premises.

Education

Diploma in Hotel Management or equivalent experience

3 to 5 years' experience in front desk management

Problem solving

Communication skills

Tools

Opera PMS

Office Suite

Job description

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.