Guest Service Manager

Montreal, QC

Start date As soon as possible

Job type

Full-time Categories Hospitality, Tourism

The Guest Service Manager assists the Front Office Manager in his / her duties and oversees the reception and customer service operations of the hotel which includes reception, hunting and concierge service, audition of night, and the assigned staff. Responsible for the fluidity of operations of his department while respecting the standards of the chain. Give special attention to the safety, security and protection of property. Responsible for respecting the budget. 


Main responsibilities
• Responsible for the proper operation of reception, fighter and concierge service, night audition and any other area related to customer service;
• Communicate daily operational requirements with affected employees;
• Satisfy all requests from guests in a precise and efficient manner;
• Treat guests' complaints with professionalism and respect the standards of the chain and the company, and by following up with the relevant departments;
• Ensure that staff have accurate and up-to-date knowledge of hotel services, amenities and amenities;
• Control the rooms and rigorously monitor the occupancy rate;
• Authorize and sign cash adjustments and disbursements;
• Ensure that new employees receive adequate training and respect the standards of the chain and the management company;
• Responsible for assigning daily tasks to employees under his / her responsibility;
• Assist all hotel services when needed;
• Present in the lobby during peak hours and ensure its good condition at all times;
• Monitor and maintain the cleanliness and good condition of equipment and supplies of the department;
• Ensure that all relevant information is recorded in the daily log;
• Implement customer service and reception procedures that promote the health and safety of all guests and staff, such as key management and security and emergency procedures;
• Control the emergency procedures of the property;
• Report and immediately modify, if possible, all health and safety hazards and suspicious situations, and respond accordingly;
• Ensuring the confidentiality of guests' personal information;
• Understand and respect the department's budget;
• Follow the register of all purchase orders and related directives;
• Manage work schedules by balancing the needs of the department and those of the employees;
• Assist the Reception Manager in all aspects of human resource management within the department, including manpower planning, recruitment, performance management, performance evaluations, assigned tasks , the development and training of the team to maintain the level of expertise required to maintain the reception program;
• Ensure control of uniforms, their purchase and use;
• Participate in management team meetings;
• Participate in the planning of departmental meetings;
• Participate in the Duty Counsel Program (MOD);
• Understand, master and respect the collective agreement in force;
• Perform any other duties related to the functions.


Education, skills, abilities and abilities

• Post-secondary degree in hotel management or other related professional field;
• 3 to 5 years of experience in hotel management, customer service or related field.
• Experience in managing preferred staff.
• Speak, write and read French and English. Knowledge of a third language, an asset;
• Behave professionally at all times and project a neat and professional image;
• Develop positive and enthusiastic leadership to foster cohesion and collaboration between teams and colleagues;
• Interact with others with the intention of establishing positive and constructive working relationships;
• Able to work under pressure, have a sense of urgency and be able to manage priorities;
• Able to communicate ideas and concepts clearly, both written and spoken;
• High work organization capacity to work with tight deadlines and regular follow-ups;
• Able to evaluate different options presented and make informed and informed decisions in a timely manner;
• Able to identify opportunities and problems when they arise, or prevent them and take the necessary steps to resolve them;
• Be understanding in situations of conflict in the workplace and able to overcome obstacles;
• Able to assimilate complex information from different sources and analyze, adjust or modify them according to specific constraints or needs;
• Have an ability to listen, understand and clarify information and queries from colleges, employees or guests;
• Have the ability to understand and analyze basic financial data (budget);
• Have a sense of developed leadership;
• Knowledge of basic computer software (MS Office ®, e-mail, internet, management database);
• Ability to occasionally lift loads of 10 to 25 pounds and / or ability to carry, push, pull or move 25-pound objects frequently.


* Our organization is a workplace equity employer committed to recruiting a diverse workforce and maintaining an inclusive culture. The use of the masculine is only used to lighten the text. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected by provincial or federal laws. All Hilton TeamMember are available illegible for the Hilton team member travel plan (overnight stay from US $ 35 in hotels around the world)

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Guest Service Manager at Hilton Garden Inn Montréal Centre-Ville

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