Guest service manager

Join our team at Moxy Montreal Centre-Ville, where Moxy team members take their work seriously, but they never take themselves too seriously. They take pleasure in creating a light, fun atmosphere, and are warm and friendly with those around them, welcoming everyone. We're looking for people who like to do it all, who are always thinking outside the box, who like to chat with customers, who live in the moment but know what's ahead, and who have lots of energy. Be part of a team that challenges you to become the best version of yourself!

ROLE
Reporting to the Front Office Manager, the Guest Services Manager supports the Manager in his duties and oversees the hotel's front desk and guest services operations, which include the front desk, night audition and assigned staff. Also performing concierge duties, he responds to guests' needs and requests, offering personalized recommendations. He is responsible for the smooth operations of his department, ensuring that the service standards set by Moxy Marriott and RIMAP Hospitality Services are met and that guest expectations are surpassed.

RESPONSABILITIES

• Responsible for the smooth operation of the reception, customer service, night audition and all other customer service related areas;
• Pay particular attention to customer satisfaction and ensure that all guest requests are answered accurately, efficiently and in accordance with Moxy Marriott standards;
• Handle guest complaints, when required, with professionalism and in accordance with Moxy Marriott standards;
• Ensure that staff have accurate and up-to-date knowledge of hotel services, equipment and amenities;
• Control rooms and rigorously monitor occupancy rates;
• Provide alternative accommodations when the hotel is unable to accommodate booked guests;
• Authorize and sign cash adjustments and disbursements;
• Ensure that new employees are properly trained to Moxy Marriott standards;
• Assist all hotel departments when necessary;
• Handles front desk operations when needed, including but not limited to guest check-in and check-out and assistance with luggage;
• Continuous presence in the lobby to ensure an exceptional guest experience;
• Know the activities available in Montreal (theater, sports, concerts, shows, special exhibits, sightseeing tours) and establish close ties with suppliers in order to provide information, tickets and reservations to guests;
• Monitor and maintain the cleanliness and good working order of departmental equipment and supplies;
• Ensure that all relevant information is recorded in the daily log;
• Implement reception and customer service procedures that promote the health and safety of all guests and staff, such as key management, security and emergency procedures;
• Master property emergency procedures;
• Report and modify immediately, if possible, all health and safety hazards and questionable situations, and react accordingly;
• Ensure the confidentiality of guests' personal information;
• Understand and adhere to departmental budget;
• Assist the Front Desk Manager and HR Director in all aspects of employee management within the department, including performance management, performance appraisals, assigned tasks, team development and training to maintain the level of expertise required to sustain the Front Desk program;
• Participate in the Manager on Duty (MOD) program.

REQUIREMENTS

• Post-secondary diploma in hotel management or related professional field;
• 3 to 5 years' experience in hotel management, customer service or related field.Computer literate, MS Office suite.
• Maintain a professional appearance and conduct yourself in a mature manner and with integrity at all times, including performances outside the hotel.
• Have an excellent presentation, good elocution and good interpersonal skills to meet the expectations of a corporate and diverse clientele.
• Strong negotiation and prospecting skills.
• Communicates perfectly in English and French, both orally and in writing. The use of French is the primary welcome language for our guests. As an international organization, we receive an English-speaking clientele of nearly 50% daily. Proficiency in English, both spoken and written, is necessary to adequately serve our English-speaking clientele and meet their needs and expectations. The use of another language remains an asset.

*Our organization is an employer aware of professional fairness and is committed to recruiting a diverse workforce and maintaining an inclusive culture. The use of the masculine is only used for the purpose of simplifying the text. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected by provincial or federal laws.