Guest Services Manager

Kibbi; Quebec; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Employee travel discounts

On-site gym access

Autonomy and growth opportunities

Job summary

Germain Hotels in Quebec City region is seeking a Guest Service Manager to coordinate reception, reservations, night auditing, concierge and valet services to ensure smooth operations and exceptional guest experiences.

You will lead service teams, coach staff, monitor budgets, and maintain strong relationships with guests and partners while upholding safety and PCI DSS standards.

Qualifications

• Diploma in Hotel Management or equivalent experience.
• 3–5 years' experience in front desk management.
• Ability to solve problems and set priorities.
• Strong communication, written and oral, with team leadership.
• Budget forecasting knowledge for labor and hotel operations.
• Knowledge of Office and OPERA PMS is an asset.

Responsibilities

• Assist in staffing, budgeting and resource planning.
• Coach and manage service teams to improve performance.
• Ensure guest satisfaction and timely issue resolution.
• Maintain relationships with guests, staff, service center, partners.
• Ensure safety with emergency and crisis measures and PCI DSS compliance.

Skills

Front desk management

People leadership

Budget forecasting

Communication skills

Problem solving

Office software (OPERA PMS)

Education

Diploma in Hotel Management or equivalent experience

Tools

OPERA PMS

Office suite

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.