Guest Service Manager

The Guest Service Manager assists the Front Office Manager in their duties and oversees the hotel's reception and customer service operations, including the front desk, night audit, and assigned personnel. They are responsible for ensuring the smooth operations of their department while adhering to the chain's standards. Special attention is given to safety, security, and asset protection, with a focus on budget compliance.

Benefits Offered:

• Group Insurance*
• Group Retirement Plan*
• Indoor Parking
• 30% Monthly Discount on OPUS Card
• Full range of Hilton employee benefits (rooms starting from $35 US at Hilton hotels worldwide) for you, your family, and friends
• 50% discount on food at our restaurant and participating Hilton restaurants
• Dry Cleaning
• Opportunities for rapid advancement within our company, which includes 4 hotels under the world's leading brands (Hilton, IHG & Marriott)

Summary of Responsibilities:

• Oversee the smooth operation of reception, night audit, and all customer service-related areas.
• Daily communication of operational needs with staff.
• Efficiently fulfill guest requests and handle complaints professionally.
• Ensure staff has up-to-date knowledge of hotel services and facilities.
• Monitor room occupancy and manage cash adjustments.
• Provide proper training to new employees according to company standards.
• Assign daily tasks to team members.
• Support all hotel services when required.
• Maintain the lobby during peak hours and ensure its cleanliness.
• Oversee equipment and supplies maintenance.
• Ensure relevant information is documented in the daily journal.
• Implement safety and security procedures, including key management.
• Master property emergency procedures and address safety concerns promptly.
• Safeguard guest confidentiality.
• Adhere to departmental budget and manage purchase orders.
• Balance work schedules for departmental needs and employee availability.
• Assist in human resource management, including workforce planning, recruitment, performance management, and team development.
• Control uniforms and participate in management meetings.
• Contribute to departmental meeting planning.
• Participate in the Manager on Duty (MOD) program.
• Understand and uphold the collective agreement.
• Perform related tasks as required.

Qualifications:

• Post-secondary degree in hotel management or a related field.
• 3 to 5 years of experience in hotel management, customer service, or a related field.
• Preferred personnel management experience.
• Fluent in French and English; knowledge of a third language is a plus.
• Professional and polished demeanor.
• Positive leadership skills to foster teamwork.
• Effective communication, both written and verbal.
• Strong organization and decision-making abilities.
• Conflict resolution and problem-solving skills.
• Proficient in computer software (MS Office®, email, internet).
• Occasional lifting of 10 to 25 pounds and frequent handling of objects weighing 25 pounds.
• Commitment to diversity and inclusion; non-discriminatory hiring practices.

*Our organization is committed to equity and diversity in the workplace and does not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other protected basis under provincial or federal laws.