GUEST SERVICE MANAGER

Baie-Saint-Paul, QC

Start date As soon as possible

Job type

Full-time Categories Hospitality, Tourism
Description

Reporting to the General Manager, the Guest Service Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained for all positions within the Front Office: Guest Service/Reservations Agent, Night Audit, Concierge, Bellmen.

The Guest Service Manager is responsible to guide these departments in achieving our strategic directions through continual focus and reference to these strategies and to our vision. The Guest Service Manager also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.

 

Description of main responsibilities:

  •      Working in close collaboration with the managers of every department and their staff to ensure the highest standard of service and guest satisfaction;
  •      Agreeing on objectives, improvements, and budgets for his/her department with team involvement; Managing and controlling commissions granted to travel agencies;
  •     Supervising all hotel operations in concert with the General Manager and other front desk team managers; Hiring, training, supervising, managing, mentoring and evaluating the Service Team
  •      Implement efficient tools and productive practices to reach or exceed rate and room occupancy objectives;
  •      Reviewing receivables, payables, petty cash and bank deposits for the accounting department.
  •      Addressing practices related to marketing, website, OWS and various distribution channels for Head Office. Reporting to the IT Director to address any IT issues with suppliers.
  •      Working closely with the General Manager to ensure any guest issue is immediately and carefully solved
Requirements

  •     Previous Front Office Managerial experience.
  •      Understanding of budgeting, labour costs and hotel operations.
  •     Problem solving skills.
  •      Assertive, professional with proven ability to develop and lead in a team environment.
  •      Excellent interpersonal & communication skills, outgoing, friendly, persuasive personality.
  •      High work standards - Sets high standards of performance for self and others. 
  •      Excellent English and French, both oral and written.

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GUEST SERVICE MANAGER at Hôtel et Spa Le Germain Charlevoix

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