Customer Service Manager

The Customer Service Manager assists the Director of Reception in their duties and supervises all operations related to guest reception. This includes reception, concierge service, concierge, night audit, and personnel under their supervision.

The person holding this position ensures the smooth operation of their department, in accordance with the chain and company standards. They pay particular attention to safety, security, and the protection of property. They are also responsible for the department's budget compliance.

MAIN RESPONSIBILITIES

• Ensure the proper functioning of reception, concierge service, concierge, night audit, and any other department related to customer service;
• Communicate daily operational needs to the concerned team members;
• Respond to guest requests in an effective, professional, and courteous manner;
• Manage guest complaints in accordance with established standards and follow up with the concerned departments;
• Ensure that the staff has up-to-date knowledge of the hotel's services, facilities, and amenities;
• Monitor the occupancy rate and control the room inventory;
• Authorize and sign cash adjustments and disbursements;
• Train new employees in accordance with the chain and management company standards;
• Plan and assign daily tasks to the staff under their supervision;
• Collaborate with the different departments of the hotel as needed;
• Be present in the lobby during busy periods and maintain an appearance at all times;
• Supervise the cleanliness, maintenance, and proper functioning of the department's equipment;
• Ensure that relevant information is recorded in the daily log;
• Implement and enforce health and safety procedures, including key management and emergency protocols;
• Master and apply the establishment's emergency procedures;
• Identify, report, and quickly correct any situation posing a risk to health or safety;
• Ensure the confidentiality of guests' personal information;
• Participate in the department's budget tracking;
• Follow up on purchase orders and associated procedures;
• Develop work schedules that balance operational needs and employee needs;
• Assist the Director of Reception in human resources management (workforce planning, recruitment, performance management, evaluations, training, and development);
• Manage uniforms (procurement, distribution, and compliance);
• Participate in management and departmental meetings;
• Participate in the Manager on Duty (MOD) program;
• Understand and comply with the applicable collective agreement;
• Perform any other related tasks.

EDUCATION AND EXPERIENCE

• Post-secondary diploma in hotel management or a related field;
• Minimum of 3 to 5 years of experience in the hospitality industry, customer service, or a similar role;
• Experience in personnel management, an asset.

SKILLS, ABILITIES, AND APTITUDES

• Excellent mastery of French and English, both spoken and written (a third language is an asset);
• Professionalism, neat appearance, and a developed sense of customer service;
• Motivational leadership fostering teamwork and collaboration;
• Excellent interpersonal skills and ability to establish positive working relationships;
• Ability to work under pressure, manage priorities, and demonstrate good judgment;
• Excellent communication skills, both oral and written;
• Sense of organization and rigor in follow-ups;
• Ability to analyze and make quick, informed decisions;
• Ability to identify and resolve problems proactively;
• Effective management of conflict situations;
• Ability to analyze and interpret complex information;
• Good listening and understanding skills;
• Basic knowledge of financial management (budget);
• Proficiency in computer tools (MS Office suite, emails, management systems);
• Ability to occasionally lift weights of 10 to 25 lb and regularly handle objects up to 25 lb.