Guest Service Manager

3 weeks ago

Ottawa, Ontario, Canada Germain Hôtels Full time

We are seeking a skilled Guest Service Manager to join our team at Germain Hôtels. As a key member of our service team, you will be responsible for ensuring exceptional guest satisfaction and quality of experience through anticipation of needs, timeliness, recognition, and effective complaint management.

Key Responsibilities:

  • Actively participate in the management and planning of hotel staffing, financial and material resources and support major transformation projects.
  • Support, coach, develop and manage the performance of service teams through formal and informal means.
  • Maintain excellent relations with all members related to the work environment: guests, employees, Germain Hotels service center, partners, suppliers, etc.
  • Ensure the safety of the premises and people by knowing and deploying (if necessary) emergency and crisis management measures, including in the event of fire; by disseminating crime trends and by ensuring the hotel's compliance with the PCI DSS standard.

Requirements:

  • Diploma in Hotel Management is an asset
  • 2 to 5 years' experience in Hospitality
  • 1 year experience in Front Desk Management
  • Fluent in English (speaking and writing), another language is an asset
  • Ability to solve problems, manage priorities and work efficiently and professionally
  • Assertiveness and natural ability to communicate (both orally and in writing), inspire and mobilize teams
  • Excellent understanding of budget forecasting based on labor and hotel operations costs
  • Good knowledge of the Office and OPERA PMS

What We Offer:

  • A work environment that fosters creativity and autonomy - contribute to the growth of a company that strives to move you forward and recognizes you for who you really are.
  • Squats help you relax? Get access to a state-of-the-art gym right in your workplace.
  • Passionate about travel? Take advantage of great rates when you stay with Germain Hotels to travel the country. Again and again.

Full-time, 30 to 40 hours per week, variable hours. Day, evening and weekend shifts, Salary Range: 22 to 39$ per hour as per experience.

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