Guest Experience Manager

7 days ago

Montréal, Canada Premiere Suites Montreal Full time

Overview

The Guest Experience Manager is responsible for communicating with our guest throughout their stay to ensure an exceptional experience. This role is integral to our day-to-day operations; ensuring close communication with the team preparing our suites, our sales team for requests and availability, and organizing maintenance and repairs with outside trades.

**key responsibilities**

  • Produce and review contingency, arrival & departure reports to manage daily activities
  • Communicate with guests at various stages of their stay (welcome, mid stay follow up, departure confirmation) to ensure an exceptional guest experience
  • Confirm guest departure date and forward departure instructions
  • Schedule in house maintenance/repair work with service technicians and/or Premiere Suites Guest Service Managers
  • Coordinate reimbursement of maintenance/repair work with property owners & billing department
  • Update, assign & follow up on cases
  • Review & reply to Feefo online guest reviews
  • Complete building notifications & guest registrations
  • Facilitate suite moves
  • Liaise with sales team
  • Manage & update on call resource information
  • Participate in the on-call rotation
  • Other projects & duties as required

**required skills**

  • Exceptional customer service skills.
  • Sound judgment.
  • Exhibit a sense of urgency when dealing with issues
  • Possess strong analytical and problem-solving skills
  • Excellent written and verbal communication skills
  • Skilled at planning, organizing and delegating with an appropriate degree of follow-up
  • Must be able to work independently and as part of a team
  • Demonstrates the ability to earn and retain trust
  • Ability to work from home

**qualifications**

  • 2-3 years previous experience in customer service and/or hotel, travel, tourism operations
  • Post-secondary education
  • Hotel front office, maintenance or property management experience an asset
  • Demonstrated computer skills (Microsoft Office, Microsoft Dynamics, Opera PMS)
  • High energy with professional, positive attitude
  • Bilingual in French/English is a must

Type d'emploi : Temps plein

Rémunération : 50 000,00$ à 55 000,00$ par an

Avantages

  • Assurance Dentaire
  • Assurance Maladie Complémentaire
  • Assurance Vie
  • Assurance Vision
  • Événements d'Entreprise
  • Indemnité de déplacement
  • Programme d'Aide aux Employés
  • Programmes de Bien-être
  • Stationnement sur place
  • Tenue Décontractée
  • Travail à domicile

Horaires de travail

  • Du Lundi au Vendredi
  • Fins de semaine au besoin

Types de paie supplémentaire

  • Primes

Expérience

  • Hospitalité: 1 an (Souhaité)

Langue

  • Anglais (Obligatoire)
  • Français (Obligatoire)

Lieu du poste : Télétravail hybride à Montréal, QC H4R 1R7

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