Reception Manager

Urgo Hotels Canada; Montreal (administrative region); Hybrid; CAD 67,000 - 81,000; Full time

Job summary

Urgo Hotels Canada is seeking a Front Desk Manager in Montreal on a permanent full-time basis. You will supervise front desk operations, ensuring exceptional guest service and compliance with corporate standards.

The role requires strong leadership, budgeting input, and collaboration with multiple departments. The ideal candidate has university-level education, 10+ years in management, and fluency in English and French.

Qualifications

• University degree required.
• Minimum of 10 years of management experience.
• Aptitude for human resources management (team management, conflict management, etc.).
• Professional attitudes and behaviour (teamwork, autonomy, dynamism, interpersonal skills, honesty, versatility, initiative, organizational skills).
• Knowledge of French and English; additional languages a plus.
• Knowledge of tourism sector and customer needs.
• Knowledge of labour standards and basic health and safety concepts.

Responsibilities

• Supervise front desk operations and ensure high-level customer service in line with standards.
• Process and update accounts receivable and monitor billing to avoid revenue losses.
• Collaborate with departments to respond to special requests and resolve complaints.
• Monitor reservation system availability and manage overbookings and pricing adjustments.
• Maintain cash controls and comply with card billing policies and procedures.
• Administer schedules, monitor hours, and assist in budget planning.
• Develop and maintain department programs to meet chain inspection criteria.
• Create an environment of motivation, accountability, teamwork and customer service passion.
• Be accessible to team members and support General Manager in leadership tasks.

Skills

HR management

Team leadership

Communication

Bilingual (English/French)

Interpersonal skills

Organizational skills

Initiative

Autonomy

Budgeting knowledge

Revenue management knowledge

Education

University degree

Tools

FOSSE

MARSHA

GXP

Medallia

eBonus

Product Catalog

QPower

Land-it

Identity Shoppe

Folks

Nethris

Job description

Employer: KHG Old Montreal LP
Workplace: Montreal, Quebec
Position: Front Desk Manager of a hotel (NOC 60031)
Type: Permanent and full-time
Salary: $74,000 per year

Under the authority of the General Manager, the incumbent is responsible for supervising front desk operations. They will ensure the provision of high-level customer service in compliance with the chain and company standards.

Position Responsibilities

• Responsible for processing and updating accounts receivable.
• Work in close collaboration with other departments to respond to special customer requests.
• Assist the General Manager in resolving customer complaints related to the Front Desk.
• Manage customer account billing according to Hotel directives while ensuring the avoidance of revenue losses.
• Monitor and perform daily updates of availability in the reservation system based on changes in departure dates or group "no shows".
• Ensure that an effective cash control system is in place and that all credit card billing policies and others are in place and followed.
• Ensure that safe deposit box procedures are properly followed.
• Manage the key control system for the department and ensure full compliance with it.
• Develop and maintain current department programs to ensure that all chain and company inspection criteria are met.
• Administer schedules and monitor hours in compliance with budgetary objectives and operational needs.
• Assist the General Manager in budget planning and capital expenditure.
• Create and maintain an environment conducive to motivation, accountability, teamwork, and passion for customer service.
• Is available and easily accessible to team members.

Skills & Qualities

• University degree
• Minimum of 10 years of management experience
• Aptitude for human resources management (team management, conflict management, etc.)
• Professional attitudes and behaviour (aptitude for teamwork, autonomy, dynamism, interpersonal skills, honesty, versatility, sense of initiative, organizational skills, etc.)
• Knowledge of French and English. Proficiency in other languages is an asset
• Knowledge of the tourism sector and customer needs
• Knowledge and application of labour standards and basic principles of health and safety, as well as hygiene and sanitation
• Skills in written and verbal communication
• Knowledge of basic principles of operation of relevant computer systems
• Leadership and decision-making ability
• In-depth knowledge of FOSSE and MARSHA software
• Knowledge of Marriott customer management systems - GXP, Medallia, eBonus
• Knowledge of Marriott internal management software - Product Catalog, QPower, Land-it, Identity Shoppe
• Knowledge of human resources management software Folks and Nethris
• Knowledge of revenue management to ensure maximization of occupancy and hotel - ability to manage overbookings, adjust online sales, price management
• Accounting knowledge to ensure proper functioning of individual and group customer billing

Source: Urgo Hotels & Resorts Canada