Guest Services Supervisor

Germain Hôtels; Toronto; On-site; CAD 53,873 - 67,341; Full time

Benefits offered by this job

Special rates on stays

Creative work environment

Access to gym

Job summary

Germain Hôtels in Toronto is seeking a dynamic management professional to oversee guest arrivals and support staff development. You will be responsible for ensuring a high standard of service while managing potential complaints and optimizing customer experience. The ideal candidate will have a Diploma in Hotel Management and a minimum of 2 years of managerial experience in the hotel industry. This role offers competitive compensation ranging from $53,873 to $67,341 annually based on experience and qualifications.

Qualifications

• Minimum 2 years' management or supervisory experience in a hotel context.
• Ability to quickly and effectively manage requests and problems.
• Tolerance for unhappy or stressed guests.

Responsibilities

• Plan arrivals including VIP guests for personalized stays.
• Support team members in their work and professional development.
• Maintain presence in service areas to uphold standards.

Skills

Leadership

Customer empathy

Problem management

Strong computer knowledge

Education

Diploma in Hotel Management

Tools

OPERA PMS

Job description

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 uphold aesthetics and comply with health, safety, hygiene, and sanitation regulations.
• Maintain constant communication with other departments to coordinate customer service activities, including inventory management during busy periods.
• Act as a resource person for the team for complaint management, delivery of service excellence, and in the event of an emergency or crisis.

What you'll bring

• Diploma in Hotel Management (asset)
• Minimum 2 years' management or supervisory experience in a hotel context
• Leader capable of inspiring, motivating, and mobilizing teams
• Empathy for guests, understanding their feelings and concerns
• Ability to quickly and effectively manage requests and problems
• Tolerance for unhappy or stressed guests
• Strong computer knowledge – experience with OPERA PMS (asset)

What we offer

• Special rates on stays with Germain Hotels for travel purposes.
• A work environment that fosters creativity and autonomy, and recognizes individual contributions.
• Access to a state‑of‑the‑art gym right on site.

The annual salary for this role is between 53 873$ and 67 341$, depending on experience, qualifications, and internal equity.