Guest Services Manager Mtl/ Gestionnaire Des

4 weeks ago

Montroyal, Canada MANRA Group Full time

**Job description**

As a Guest Services Manager, you'll work under the supervision of our VP of Operations, responsible for overseeing rental properties across Canada. Your main task is to ensure seamless guest services and provide continuous feedback. This pivotal role requires you to effectively create memorable guest experiences by addressing their needs. As a member of our Guest Services team, you'll be crucial in promptly and courteously responding to guest questions, inquiries, and concerns. As the frontline representative, you'll provide assistance and information to ensure efficient guest satisfaction. Your exceptional communication skills and ability to empathize will significantly contribute to outstanding service.

**Responsibilities**
- Promptly address guest inquiries across multiple booking platforms (Guesty, Enso)
- Respond promptly and courteously to guest inquiries, reviews, and questions across various communication channels
- Provide accurate information about rental properties, amenities, policies, and local attractions to assist guests in making informed decisions.
- Address guest concerns, complaints, and requests with empathy and professionalism, striving to resolve issues to the guest's satisfaction.
- Coordinate with relevant departments to fulfill guest requests for maintenance issues, housekeeping services, or special arrangements.
- Maintain a thorough understanding of company policies and procedures to ensure compliance while assisting guests.
- Proactively anticipate guest needs and preferences to enhance their overall experience during their stay.
- Collaborate with team members to share insights, best practices, and solutions for improving guest satisfaction and operational efficiency.
- Stay updated on industry trends, customer service techniques, and property-specific information to improve service delivery continuously.
- Uphold the highest professionalism, integrity, and confidentiality standards in all guest interactions.
- Help the Guest Experience Manager maintain and update FAQs while upholding company policy.
- Ensure timely resolution of all complaints.

**Qualifications**
- Proficient in thriving within a fast-paced environment
- Exceptional organizational and time management abilities
- Bilingual proficiency required (French/English) as per regional needs
- Availability during weekends and on-call duty during peak seasons, as per the team schedule
- Familiarity with Enso Connect, Airtable, and Guesty tools is considered advantageous
- Strong listening skills, meticulous attention to detail, and practical decision-making prowess and problem-solving skills
- Minimum of 3 years of guest service experience
- Previous exposure to the hospitality industry is preferred, although not mandatory

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

**Description de poste**

En tant que gestionnaire des services aux invités, vous travaillerez sous la supervision de notre vice-président des opérations, responsable de la supervision des propriétés locatives à travers le Canada. Votre tâche principale consistera à garantir des services aux invités sans faille et à fournir des retours continus. Ce rôle essentiel exige que vous créiez efficacement des expériences mémorables pour les invités en répondant à leurs besoins. En tant que membre de notre équipe des services aux invités, vous serez crucial pour répondre rapidement et courtoisement aux questions, demandes de renseignements et préoccupations des invités. En tant que représentant en première ligne, vous fournirez une assistance et des informations pour garantir une satisfaction efficace des invités. Vos compétences exceptionnelles en communication et votre capacité à vous mettre à la place des autres contribueront de manière significative à un service exceptionnel.

**Responsabilités**
- Répondre rapidement aux demandes d'informations des invités sur plusieurs plateformes de réservation (Guesty, Enso)
- Répondre rapidement et courtoisement aux demandes d'informations, avis et questions des invités via divers canaux de communication
- Fournir des informations précises sur les propriétés locatives, les équipements, les politiques et les attractions locales pour aider les invités à prendre des décisions éclairées.
- Traiter avec empathie et professionnalisme les préoccupations, plaintes et demandes des invités, en s'efforçant de résoudre les problèmes à leur satisfaction.
- Coordonner avec les départements concernés pour satisfaire les demandes des invités concernant les problèmes de maintenance, les services de ménage ou les arrangements spéciaux.
- Maintenir une compréhension approfondie des politiques et procédures de l'entreprise pour garantir la conformité

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