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Guest Experience Manager

2 months ago

Ottawa, Ontario, Canada Germain Hôtels Full time

We are seeking a skilled Guest Experience Manager to lead our hotel operations, ensuring exceptional guest satisfaction and quality of experience.

About the Role

This is a full-time position with variable hours, including days, evenings, and weekends. The ideal candidate will have 2-5 years of experience in Hospitality, with a strong background in Front Desk Management.

Key Responsibilities
  • Manage and plan hotel staffing, financial, and material resources, supporting major transformation projects.
  • Develop and manage the performance of service teams through coaching, training, and feedback.
  • Anticipate and meet guest needs, ensuring timely recognition and effective complaint management.
  • Maintain excellent relationships with guests, employees, partners, suppliers, and other stakeholders.
  • Ensure safety and security protocols are in place, including emergency response plans and compliance with industry standards.
What You'll Bring
  • Diploma in Hotel Management or equivalent experience.
  • Fluent English language skills (speaking and writing), with another language an asset.
  • Proven problem-solving, prioritization, and time management skills.
  • Natural leadership ability, with experience inspiring and motivating teams.
  • Excellent understanding of budget forecasting, labor costs, and hotel operations.
  • Proficiency in Office and OPERA PMS software.
What We Offer
  • A dynamic work environment that fosters creativity and autonomy.
  • Competitive salary range: $22-$39 per hour, based on experience.
  • A comprehensive benefits package, including access to a state-of-the-art gym and travel perks.