Guest Services Manager

Guest Services Manager

Moxy Montreal Downtown

Located in the heart of downtown Montreal, near Griffintown and Old Montreal, Moxy Montreal Downtown is a vibrant lifestyle hotel with bold design and a dynamic atmosphere. Inspired by Montreal’s unique energy, the property offers a modern and welcoming experience where authenticity, creativity, and service excellence come together. With 216 smartly designed guest rooms, lively social spaces, and an innovative approach to hospitality, Moxy Montreal Downtown is looking for passionate professionals who want to help create memorable guest experiences every day.marriott+2

Position Overview

The Guest Services Manager assists the Front Office Manager in daily duties and oversees the hotel’s front office and guest services operations, which include the front desk, bell and concierge services, night audit, and assigned staff. This role is responsible for ensuring the smooth operation of the department while meeting brand standards. Special attention is given to safety, security, and the protection of property. This position is also responsible for maintaining the department budget.

Main Responsibilities

• Oversee the proper operation of the front desk, bell and concierge services, night audit, and any other guest service-related area.

• Communicate daily operational needs to the employees concerned.

• Fulfill all guest requests in an accurate and efficient manner.

• Handle guest complaints professionally and in accordance with brand and company standards, while following up with the departments concerned.

• Ensure that staff have accurate and up-to-date knowledge of the hotel’s services, facilities, and amenities.

• Monitor room status and closely follow occupancy levels.

• Authorize and sign cash adjustments and disbursements.

• Ensure new employees receive proper training in accordance with brand and management company standards.

• Assign daily tasks to employees under his or her supervision.

• Assist all hotel departments when necessary.

• Be present in the lobby during peak hours and ensure it is maintained in excellent condition at all times.

• Monitor and maintain the cleanliness and proper functioning of department equipment and supplies.

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

• Implement front office and guest services procedures that promote the health and safety of all guests and staff, including key control and emergency/security procedures.

• Be fully knowledgeable of the property’s emergency procedures.

• Immediately report and, if possible, correct all health and safety hazards and suspicious situations, and respond accordingly.

• Ensure the confidentiality of guests’ personal information.

• Understand and comply with the department budget.

• Maintain the register of all purchase orders and related directives.

• Manage work schedules while balancing departmental needs and employee needs.

• Assist the Front Office Manager in all aspects of human resources management within the department, including workforce planning, recruitment, performance management, performance evaluations, task assignment, team development, and training, in order to maintain the level of expertise required for front office operations.

• Oversee uniforms, including their purchase and proper use.

• Participate in management team meetings.

• Participate in the planning of departmental meetings.

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

• Understand, apply, and comply with the applicable collective agreement.

• Perform any other related duties as assigned.

Education and Experience

• Post-secondary diploma in hotel management or another related professional field.

• 3 to 5 years of experience in hotel management, guest services, customer service, or a related field.

• Previous people management experience preferred.

Skills, Abilities, and Competencies

• Ability to speak, write, and read in both French and English; knowledge of a third language is an asset.

• Maintain a professional demeanor at all times and project a polished and professional image.

• Demonstrate positive and enthusiastic leadership to foster cohesion and collaboration among teams and colleagues.

• Interact with others in a manner that builds positive and constructive working relationships.

• Ability to work under pressure, demonstrate a strong sense of urgency, and manage priorities effectively.

• Ability to communicate ideas and concepts clearly, both verbally and in writing.

• Strong organizational skills with the ability to work under tight deadlines and provide regular follow-up.

• Ability to evaluate different options and make thoughtful, informed decisions in a timely manner.

• Ability to identify opportunities and issues as they arise, or prevent them and take the necessary steps to resolve them.

• Demonstrate understanding in workplace conflict situations and the ability to overcome obstacles.

• Ability to absorb complex information from different sources and analyze, adjust, or modify it according to specific constraints or needs.

• Ability to listen, understand, and clarify information and questions from colleagues, employees, or guests.

• Ability to understand and analyze basic financial data and budgets.

• Strong leadership skills.

• Knowledge of basic computer software, including MS Office, email, internet, and management database systems.

• Ability to occasionally lift 10 to 25 pounds and/or frequently carry, push, pull, or move objects weighing up to 25 pounds.