Guest Services Manager

3 days ago

BaieSaintPaul, Canada Germain Hotels Full time

**JOB SUMMARY**

With the aim of providing a flawless guest experience, the Guest Services Manager (GSM) is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions in the Front Office: Front Desk, Night Audit, Concierge, Bellmen when applicable. The GSM also 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**
- Coordinate management of the Front Desk, Night Audit, Concierge Bell/Door/Valet to ensure a smooth operation and the highest level of guest satisfaction.
- Maximize inventory levels during high occupancy/sold out nights.
- Manage customer expectations by addressing their needs and requirements to ensure their satisfaction.
- Monitor all cash floats and report any discrepancies for immediate action.
- Prepare staff keys for all areas of the hotel, following the direction of the General Manager and in conjunction with the maintenance manager.
- Monitors and disseminate trends in terms of crime: fraud, schemes and security issues.
- Remain up-to-date on PCI DSS and ensure that the hotel operation is compliant.
- Know emergency procedures and general crisis situation management, including fire and emergency procedures. Make sure all employees follow these procedures ensuring guest safety. Promote a safe working environment.
- Create and monitor daily work schedules, attendance and payroll.
- Maintain a high level of professionalism in all aspects of job performance.
- Demonstrate leadership by setting the right example.

**YOUR PROFILE**
- Excellent communication skills both written and verbal
- A second language an asset
- Three to five years of Front Office Managerial experience.
- Good computer knowledge specifically with Word, Excel, Outlook and Opera an asset.
- Understanding of budgeting, labor costs and hotel operations.
- Problem solving abilities.
- Assertive, professional with proven ability to develop and lead in a team environment.

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