Guest Service Supervisor | Full-time | Aloft Montreal

We are currently looking to hire a Guest Service Supervisor. The Guest Services Supervisor (GSS) is a social and interactive position and is crucial in setting the tone for everyone who walks through our door. Our lobby environment leads the way for a guest’s experience and provides the always-important first impression. Working collaboratively with the Guest Services Manager, the successful candidate will be responsible for supporting the daily operations of the front office team in our incredible hotel. This individual will be responsible for providing support and training to the team in guest-related and room operations, both during the day, afternoon, and night shifts (when-needed). This role requires an individual who thrives on working rotational shifts.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now!
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Reporting to the Guest Services Manager or designate, you will:

• Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager;
• Acts as a role model in the service vision and standards of the Guest Services Team;
• Supervises the registration and check-out of guests including processing customer payments, and supporting team members as necessary;
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance;
• Verifies that accurate room status information is maintained and properly communicated;
• Resolves guest problems quickly, efficiently, and courteously;
• Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews, and training for all Guest Services team members;
• Understands and comply with all health and safety rules, regulations, and laws.  Report unsafe acts or hazardous conditions to ensure department equipment is maintained and operated in a safe manner;
• Acts as a health and safety leader on the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participates in fire safety plan;
• Performs other duties as assigned including assisting team members with their roles during peak periods.

What We are Looking for

• Previous supervisory responsibilities preferred in a customer-facing and/or hospitality position;
• Highly interpersonal; comfortable engaging with all guests, visitors, vendors, and team members;
• Thrives in a fast-paced high-pressure environment-maintaining composure and objectivity;
• Demonstrated ability to interact in a team environment with several divisions/departments
• Excellent written and verbal communication skills are essential;
• Computer literate in property operating systems such as Opera, and Maestro., as well as being proficient in MS Office (Word, Excel, PowerPoint) is an asset;
• Ability to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management and the operations.

About Aloft Montreal Airport

When you step off our hotel's airport shuttle and enter the gleaming doors of Aloft Montreal Airport, get ready for a mix of trendy décor, modern amenities and a convenient location near the Montreal-Trudeau International Airport. Downtown Montreal is a short drive away. Catch a live hockey game at the Bell Centre, visit the grounds of Olympic Stadium or take in some culture at the Montreal Museum of Fine Art. Savour our hotel's selection of gourmet grab-and-go items or sip craft cocktails by the bar. After a day exploring the sights near Dorval, return to your room, where mini-refrigerators let you store snacks and drinks to enjoy while watching shows on TVs equipped with plug-and-play capabilities. Connect to our hotel's complimentary Wi-Fi to keep in touch with friends and family while in Montreal. When you're ready to get some rest, sink into our hotel's plush beds with crisp linens and stylish comforters. From arrival to departure, Aloft Montreal Airport lets you stay in style. 

About Us

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from internationally branded full and select-service hotels to independent and boutique hotels. At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention. Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at Show phone number. The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law.