Guest service manager

POSITION SUMMARY

The Guest service manager assists the Front Office Manager with their duties and supervises the hotel's front desk and guest services operations, including the front desk, night audit and assigned staff. This position is responsible for ensuring the smooth operation of the department while maintaining brand standards. Particular attention is given to safety, security and the protection of hotel property.

Benefits Offered

• Group insurance plan*

• Group retirement plan*

• Indoor parking

• 30% monthly discount on an OPUS transit pass

• Access to Hilton Team Member benefits, including hotel stays worldwide starting at US$35 per night for you, your family and friends

• 50% discount on food at our restaurant and participating Hilton restaurants

• Dry-cleaning services

• Opportunities for rapid career growth within our hospitality group, which operates five hotels affiliated with some of the world's leading hotel brands (Hilton, IHG and Marriott)

Summary of Responsibilities

• Oversee the smooth operation of the front desk, night audit and all guest service activities.

• Communicate daily operational needs to team members.

• Respond efficiently to guest requests and handle complaints professionally.

• Ensure staff are knowledgeable about the hotel's services and facilities.

• Monitor room occupancy and manage cash adjustments.

• Provide appropriate training to new employees in accordance with company standards.

• Assign daily tasks to team members.

• Support all hotel departments as needed.

• Maintain the cleanliness of the lobby during peak periods.

• Oversee the maintenance of equipment and supplies.

• Ensure that all relevant information is recorded in the daily logbook.

• Implement security procedures, including key control.

• Be familiar with the property's emergency procedures and respond promptly to security concerns.

• Protect guest confidentiality.

• Ensure compliance with the departmental budget and manage orders.

• Prepare work schedules based on departmental needs and staff availability.

• Contribute to human resources management, including workforce planning, recruitment and performance management.

• Monitor employee uniforms and participate in management meetings.

• Contribute to the planning of departmental meetings.

• Participate in the Manager on Duty (MOD) program.

• Understand and comply with the collective agreement.

• Perform other related duties as required.

Qualifications

• Postsecondary diploma in hotel management or a related field.

• Three to five years of experience in hotel management, guest services or a similar field.

• Previous staff management experience preferred.

• Fluency in French and English; knowledge of a third language is an asset.

  This language requirement is intended to enhance the quality of service provided to guests who speak another language and ensure smooth and effective communication with our entire clientele, regardless of their preferred language.

• Professional appearance and demeanor at all times.

• Positive leadership skills to foster teamwork.

• Effective written and verbal communication skills.

• Strong organizational and decision-making skills.

• Conflict resolution and problem-solving skills.

• Computer proficiency, including MS Office®, email and internet applications.

• Ability to occasionally lift loads weighing 10 to 25 pounds and frequently handle items weighing 25 pounds.

Our organization is committed to employment equity, recruiting a diverse workforce and fostering an inclusive workplace culture. Gender-specific language is used solely to simplify the text. We do not discriminate on the basis of gender, ethnic origin, religion, sexual orientation, age, disability or any other ground protected under provincial or federal law.