Assistant Guest Services Manager

4 weeks ago

Toronto, Canada Hotel Le Germain Maple Leaf Square Full time

**JOB SUMMARY**

The Assistant Guest Service Manager (AGSM), under the direction of the Guest Services Manager (GSM) is responsible for assisting with the contribution to the delivery of the highest level of guest service and ensuring that standards are maintained for all position within the Front Office. The AGSM supports the GSM in guiding all front desk employees (Front Desk, Reservations, Night Audit) to achieve the company’s strategic direction, focusing on policies, procedures, vision and values. The AGSM serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

**WHAT WE OFFER**
- A percentage of the group insurance is paid by the employer for full time employees
- Promotional rate to discover Germain Hôtels properties through Canada
- Opportunities to develop your career within a growing company across Canada
- Access to the hotel gym
- Employee referral program
- Employee Assistance Program for team member and their family

**YOUR ROLE**
- In addition to performing the duties of all front office and reservations employees at a standard benchmark level, the Assistant Guest Service Manager is responsible, but not limited, to:

- Coordinate management of the Front Desk, Night Audit, Concierge Bell/Door/Valet in concert with the GSM to ensure a smooth operation and the highest level of guest satisfaction.
- Maximize room revenue through supporting revenue-management strategies set forth by management.
- Effectively maximize inventory levels during high occupancy/sold out nights
- Review arrival reports including regular guests as well as VIPs to ensure all special requirements are met or exceeded.
- Interact with guests to resolve complaints as well as to build relationships with guests in accordance with our mission statement and philosophy of employee empowerment
- Know emergency procedures and crisis management, including fire and emergency procedures. Train all employees to follow these procedures and prioritize guest safety. Promote a safe working environment
- Foster a work environment that allows employees to achieve job fulfillment and encourage career development.
- Contribute to the development of a strong team through active involvement in daily operations and through the development of a continually evolving workforce.

**YOUR PROFILE**
- Excellent oral and verbal communication, English and French
- Hospitality diploma / degree or equivalent experience
- Good computer knowledge specifically with Word, Excel, Outlook and Opera an asset
- Problem solving skills, as well as the ability to work quickly and multi-task

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