Guest Experience Manager

2 weeks 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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