Guest Services Manager

The Guest Services Manager assists the Front Office Manager in their duties and oversees all guest service operations of the hotel, including the front desk, bell service, concierge, night audit, and assigned staff.

The incumbent ensures the smooth operation of the department while maintaining brand and company standards. They pay particular attention to safety, security, and asset protection, and are responsible for adhering to the departmental budget.

KEY RESPONSIBILITIES

• Ensure the efficient operation of the front desk, bell service, concierge, night audit, and all other guest service areas;
• Communicate daily operational needs to the appropriate team members;
• Respond to guest requests in a prompt, professional, and courteous manner;
• Handle guest complaints in accordance with brand standards and follow up with the relevant departments;
• Ensure team members maintain accurate and up-to-date knowledge of hotel services, facilities, and amenities;
• Monitor room inventory and follow up on occupancy levels;
• Approve and sign off on cash adjustments and disbursements;
• Ensure new employees receive proper training aligned with brand and management company standards;
• Plan and assign daily tasks to team members under supervision;
• Support other hotel departments as needed;
• Be present in the lobby during peak periods and ensure it is maintained at all times;
• Oversee cleanliness, maintenance, and proper functioning of departmental equipment and supplies;
• Ensure all relevant information is recorded in the daily logbook;
• Implement and enforce health and safety procedures, including key control and emergency protocols;
• Be fully knowledgeable of property emergency procedures;
• Identify, report, and promptly address any health, safety, or security risks;
• Ensure the confidentiality of guest information;
• Participate in departmental budget monitoring;
• Track purchase orders and related procedures;
• Prepare staff schedules while balancing operational needs and employee availability;
• Assist the Front Office Manager with all aspects of human resources management, including workforce planning, recruitment, performance management, evaluations, training, and development;
• Manage uniforms (procurement, distribution, and compliance);
• Participate in management and departmental meetings;
• Take part in the Manager on Duty (MOD) program;
• Understand and comply with the applicable collective agreement;
• Perform any other related duties as assigned.

EDUCATION AND EXPERIENCE

• Post-secondary diploma in Hospitality Management or a related field;
• 3 to 5 years of experience in hospitality, guest services, or a similar role;
• Previous supervisory or management experience is a strong asset.

SKILLS AND QUALIFICATIONS

• Excellent command of both English and French, spoken and written (a third language is an asset);
• Professional demeanor with strong customer service orientation;
• Positive leadership skills that foster teamwork and collaboration;
• Strong interpersonal skills and ability to build positive working relationships;
• Ability to work under pressure, prioritize tasks, and demonstrate sound judgment;
• Excellent communication skills, both written and verbal;
• Strong organizational skills and attention to detail;
• Ability to analyze situations and make timely, informed decisions;
• Proactive problem-solving skills;
• Ability to manage conflict effectively;
• Capacity to process and interpret complex information;
• Strong listening and comprehension skills;
• Basic financial acumen (budget understanding);
• Proficiency in standard computer applications (MS Office, email, property management systems);
• Ability to occasionally lift 10 to 25 lbs and frequently push, pull, or move objects up to 25 lbs.