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Guest Services Manager
3 months ago
Description du poste
Posh Properties, une entreprise de premier plan dans le domaine des locations de vacances de luxe, recherche un gestionnaire expérimenté des services aux invités pour rejoindre son équipe à Montréal. Le candidat idéal devra posséder au moins 5 ans d'expérience dans un poste similaire et afficher un engagement indéfectible envers l'excellence.
En tant que gestionnaire des services aux invités, vous serez sous la responsabilité du vice-président des opérations, qui supervise nos locations à travers le Canada. Votre rôle consistera à superviser quotidiennement votre équipe, à fournir des retours continus et à veiller à l'amélioration constante des normes de service pour optimiser l'expérience des invités. Le candidat idéal aura une solide expérience dans l'hôtellerie, des compétences en leadership et une passion pour offrir un service exceptionnel. Votre capacité à gérer les interactions avec les invités, à traiter les retours de manière constructive et à maintenir des liens authentiques sera essentielle pour préserver notre réputation d'excellence en matière d'hospitalité.
Responsabilités
- Superviser les plaintes, les risques et le soutien aux invités pour garantir des expériences exceptionnelles à l'échelle mondiale.
- Traiter efficacement et courtoisement toutes les demandes des invités.
- Créer des rapports pour optimiser la communication interne.
- S'efforcer de répondre aux questions de manière autonome pour minimiser les escalades.
- Déléguer et superviser les demandes complexes tout en offrant conseils et soutien.
- Optimiser les tâches des employés lors des interactions avec les invités.
- Gérer les horaires de l'équipe pour une efficacité optimale.
- Favoriser le travail d'équipe et la collaboration au sein de l'équipe.
- Traiter rapidement les demandes des invités sur différentes plateformes de réservation.
- Générer des rapports de progression régulièrement.
- Identifier et exploiter des opportunités d'amélioration continue.
- Automatiser un tableau de bord pour optimiser les expériences des invités.
- Développer des stratégies pour améliorer la gestion des réclamations.
- Évaluer les performances et mettre en place des plans d'amélioration.
- Exigences
- Diplôme de baccalauréat en gestion hôtelière ou domaine connexe.
- Au moins 5 ans d'expérience en hôtellerie, dont 3 ans en supervision.
- Excellentes compétences interpersonnelles et en communication.
- Capacité à motiver une équipe avec de solides compétences en leadership.
- Capacité à gérer des situations stressantes et à prendre des décisions efficaces.
- Maîtrise des logiciels de gestion hôtelière et résolution de problèmes.
- Flexibilité pour travailler à différents quarts.
- Bilinguisme français/anglais requis.
- Familiarité avec des outils spécifiques serait un atout.
