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Guest Services Manager

4 months ago

MontRoyal Quebec, Montréal, Canada Posh Properties Full time

Job description

Posh Properties, a premier provider of luxury vacation rentals, is actively seeking an experienced Guest Services Manager for the Montreal HQ office to join our dynamic team. The ideal candidate will possess at least 5 years of experience in a comparable role and demonstrate a steadfast commitment to excellence.


As the Guest Services Manager, you would report to the VP of Operations, who oversees our rental properties throughout Canada. Your role entails daily oversight of your guest services team and providing round-the-clock feedback with their assistance. It involves managing the guest services team, addressing guest concerns, and continuously improving service standards to enhance the overall guest experience. The ideal candidate will have extensive experience in the hospitality industry, strong leadership skills, and a passion for providing outstanding service. Your skill in overseeing guest interactions, managing feedback constructively, and nurturing genuine connections will be essential for preserving our esteemed standing for excellence in hospitality.


Responsibilities

  • Oversee complaints, risks, and guest support to ensure exceptional experiences globally. Establish a 24/7 guest support framework and templates in alignment with company policy.
  • Ensure all guest inquiries, requests, and complaints are handled promptly, efficiently, and courteously.
  • Create a report sheet for the guest services team to enhance shift communication.
  • Lead by example and strive to address queries autonomously, minimizing the need to escalate to management, all while upholding policy compliance.
  • Promptly delegate and oversee escalations and complex guest inquiries across various platforms, intervening only when necessary, while offering guidance and support to team members as required.
  • Develop and implement streamlined procedures to optimize employee tasks during guest interactions, ensuring company policy adherence and operational efficiency.
  • Proactively manage team schedules and availability to ensure optimal efficiency in addressing guest inquiries and delivering exceptional guest experiences.
  • Cultivate a positive department culture through active engagement in company initiatives, fostering teamwork and collaboration among team members.
  • Promptly address guest inquiries across multiple booking platforms (Guesty, Enso)
  • Generate monthly, quarterly and annual progress reports, including employee performance evaluations.
  • Proactively oversee incoming guest inquiries and team availability to reduce wait times and uphold efficiency.
  • Provide monthly analytics on guest feedback/complaints, offering actionable improvement suggestions.
  • Create and automate a dashboard that prioritizes maintaining workflow for guest experiences 24/7
  • Develop a strategy to enhance claims management and prevent loss of revenue.
  • Evaluate quality performance metrics and implement coaching performance/action plans, create and update templates and FAQ


Qualifications

  • Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
  • Minimum of 5 years of experience in the hospitality industry, with at least 3 years in a supervisory or management role.
  • Excellent interpersonal and communication skills, with a strong customer service orientation.
  • Proven ability to manage and motivate a team, with strong leadership and organizational skills.
  • Ability to handle stressful situations and make quick, effective decisions.
  • Proficient in hotel management software and other relevant computer applications.
  • Strong problem-solving skills and attention to detail.
  • Flexibility to work various shifts, including evenings, weekends, and holidays and on-call duty during peak seasons
  • Proficient in thriving within a fast-paced environment
  • Bilingual proficiency required (French/English)
  • Familiarity with Enso Connect, Airtable, Breezeway, Guesty tools is considered advantageous
  • Strong listening skills, meticulous attention to detail, and effective decision-making prowess and problem-solving skills


Benefits

  • On-site gym facilities
  • Pet-friendly workplace environment
  • Phone expenses reimbursement
  • Comprehensive private insurance coverage and healthcare plan
  • Engaging in company events
  • Convenient on-site parking
  • Three weeks of vacation allowance


Description de poste

Posh Properties, un fournisseur de premier plan de locations de vacances de luxe, est à la recherche d'un gestionnaire des services aux invités expérimenté pour rejoindre notre équipe dynamique au bureau principal de Montréal. Le candidat idéal possédera au moins 5 ans d'expérience dans un rôle comparable et démontrera un engagement ferme envers l'excellence.

En tant que gestionnaire des services aux invités, vous relèverez du vice-président des opérations, qui supervise nos propriétés de location à travers le Canada. Votre rôle consiste à superviser quotidiennement votre équipe des services aux invités et à fournir des retours en continu avec leur assistance. Il s'agit de gérer l'équipe des services aux invités, de répondre aux préoccupations des invités et d'améliorer continuellement les normes de service pour améliorer l'expérience globale des invités. Le candidat idéal aura une vaste expérience dans l'industrie de l'hôtellerie, de solides compétences en leadership et une passion pour offrir un service exceptionnel. Votre compétence à superviser les interactions avec les invités, à gérer les retours de manière constructive et à entretenir des connexions 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. Établir un cadre de soutien aux invités 24/7 et des modèles conformes à la politique de l'entreprise.
  • Assurer que toutes les demandes, requêtes et plaintes des invités sont traitées rapidement, efficacement et courtoisement.
  • Créer une fiche de rapport pour l'équipe des services aux invités afin d'améliorer la communication entre les quarts de travail.
  • Montrer l'exemple et s'efforcer de répondre aux questions de manière autonome, minimisant ainsi le besoin d'escalader à la direction, tout en respectant les politiques de l'entreprise.
  • Déléguer rapidement et superviser les escalades et les demandes complexes des invités sur diverses plateformes, en intervenant uniquement lorsque cela est nécessaire, tout en offrant des conseils et un soutien aux membres de l'équipe selon les besoins.
  • Développer et mettre en œuvre des procédures rationalisées pour optimiser les tâches des employés lors des interactions avec les invités, en assurant le respect des politiques de l'entreprise et l'efficacité opérationnelle.
  • Gérer de manière proactive les horaires et la disponibilité de l'équipe pour assurer une efficacité optimale dans le traitement des demandes des invités et offrir des expériences exceptionnelles.
  • Cultiver une culture de département positive en participant activement aux initiatives de l'entreprise, favorisant le travail d'équipe et la collaboration entre les membres de l'équipe.
  • Traiter rapidement les demandes des invités sur plusieurs plateformes de réservation (Guesty, Enso).
  • Générer des rapports mensuels, trimestriels et annuels de progression, y compris les évaluations de performance des employés.
  • Superviser de manière proactive les demandes entrantes des invités et la disponibilité de l'équipe pour réduire les temps d'attente et maintenir l'efficacité.
  • Fournir des analyses mensuelles sur les commentaires/plaintes des invités, en proposant des suggestions d'amélioration exploitables.
  • Examiner le volume des commentaires des demandes, les niveaux de dotation et les tendances de satisfaction des clients pour identifier les opportunités d'amélioration.
  • Créer et automatiser un tableau de bord qui priorise le maintien du flux de travail pour les expériences des invités 24/7.
  • Développer une stratégie pour améliorer la gestion des réclamations et prévenir la perte de revenus.
  • Évaluer les indicateurs de performance de qualité et mettre en œuvre des plans de coaching et d'action, créer et mettre à jour les modèles et les FAQ.


Qualifications

  • Diplôme de baccalauréat en gestion hôtelière, administration des affaires ou dans un domaine connexe préféré.
  • Minimum de 5 ans d'expérience dans l'industrie de l'hôtellerie, dont au moins 3 ans dans un rôle de supervision ou de gestion.
  • Excellentes compétences interpersonnelles et en communication, avec une forte orientation vers le service à la clientèle.
  • Capacité avérée à gérer et motiver une équipe, avec de solides compétences en leadership et en organisation.
  • Capacité à gérer des situations stressantes et à prendre des décisions rapides et efficaces.
  • Maîtrise des logiciels de gestion hôtelière et d'autres applications informatiques pertinentes.
  • Solides compétences en résolution de problèmes et attention aux détails.
  • Flexibilité pour travailler à différents quarts, y compris les soirées, les week-ends, les jours fériés et être de garde pendant les périodes de pointe.
  • Capable de prospérer dans un environnement à rythme rapide.
  • Maîtrise du bilinguisme requise (français/anglais).
  • La familiarité avec les outils Enso Connect, Airtable, Breezeway, Guesty est considérée comme un atout.
  • Solides compétences en écoute, attention méticuleuse aux détails, capacité à prendre des décisions efficaces et compétences en résolution de problèmes.


Advantages

  • Installations de gym sur place
  • Environnement de travail accueillant pour les animaux de compagnie
  • Remboursement des frais de téléphone
  • Couverture d'assurance privée complète et plan de santé
  • Événements d'entreprise stimulants
  • Parking pratique sur place
  • Trois semaines de congé