Guest Services Manager

Germain Hotels group; Ottawa; On-site; CAD 71,635,000 - 106,020,000; Full time

Benefits offered by this job

Exclusive travel rates

Autonomy at work

State-of-the-art gym

40 hours per week

Discretionary annual bonus

Group benefits plan

Job summary

Germain Hotels group seeks a Guest Service Manager to build strong relationships and drive synergy across reception, reservations, night audit, concierge and valet services. You will coordinate smooth, guest-focused operations and push for the highest levels of guest satisfaction.

The role requires steering staffing, coaching teams, budget awareness and a proactive approach to safety and regulatory compliance in a dynamic hospitality environment.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 3–5 years' experience in front desk management.
• 1 year of supervising a team in the hospitality industry.
• Strong problem-solving, prioritization and professionalism.
• Excellent communication skills, both written and spoken.
• Budget forecasting based on labor and operations costs.
• Knowledge of Office and OPERA PMS is an asset.

Responsibilities

• Help manage hotel staffing, finances and resources and support major projects.
• Coach and manage service teams to improve performance.
• Ensure guest satisfaction and quick, effective complaint handling.
• Maintain excellent relationships with guests, staff, partners, and suppliers.
• Support safety and crisis procedures, PCI DSS compliance.

Skills

Problem solving

Prioritization

Communication

Team leadership

Budget forecasting

Office software

Education

Diploma in Hotel Management

Tools

OPERA PMS

Microsoft Office

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
• 1 year of experience supervising a team in the hospitality industry
• 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? Enjoy exclusive rates on stays at Germain Hotels and explore the country. Again and again!
• A work environment that fosters creativity and autonomy — contribute to the growth of a company that is committed to helping you move forward and recognizes you for who you truly are
• Squats help you unwind? Enjoy access to a state-of-the-art gym right at your workplace
• 30 to 40 hours per week, with varying shifts and schedule
• Hourly wage between $25 and $37/hour
• Opportunity to receive a discretionary annual bonu
• Group benefits plan paid 50% by the employer for full-time employees