Posted 2 months ago
Guest Services Manager
@ Germain Hôtels
Ottawa, Ontario
Overview
Germain Hôtels is hiring a full-time Guest Service Manager to coordinate reception, reservations, night auditing, concierge and valet parking, and to coach service teams. The role involves budget forecasting, guest complaint management and safety and crisis procedures. The posting states an hourly wage of $25 to $37 with varying shifts and 30 to 40 hours per week.
Pay:
$25–$37 an hour
Responsibilities:
- Plan and manage hotel staffing, financial and material resources
- Coach and manage performance of service teams
- Ensure guest satisfaction through anticipation of needs and complaint management
- Maintain relations with guests, employees, service centre, partners and suppliers
- Ensure safety of premises, emergency and crisis procedures, and PCI DSS compliance
Requirements summary:
- Diploma in hotel management or equivalent experience
- 3 to 5 years in front desk management
- 1 year supervising a hospitality team
- Strong problem-solving and priority management
- Oral and written communication and team leadership
- Knowledge of budget forecasting; OPERA PMS an asset
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · ultipro
- Employer posting date
- 2026-09-16
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-16
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Business operations |
| Experience | 3+ years |
| Management experience | 1+ years |
| Manages people | Yes |
| Hours per week | 35 |
| Travel | air: none · ground: none |
| Work setting | Office, Client sites |
| Position | Sitting and standing |
| Physical demands | physical low · computer moderate |
| Languages | English, French |
| Education | College diploma (preferred) |
| Fields of study | Hotel Management |
| Perks mentioned | Performance bonus, Employee discount, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Germain Hôtels
| Field | Value |
|---|---|
| Headquarters | Quebec City |
| Open jobs on Jobsy | 76 |
We're looking for a Guest Service Manager who can easily build relationships and create a strong "synergy" within our service teams. This guest satisfaction enthusiast will use his or her dynamism and know-how to ensure smooth, efficient coordination of all our hotel's operations in terms of reception, reservations, night auditing, concierge services and valet parking. He.she is willing to go to great lengths to ensure the highest level of guest satisfaction.
WHAT YOU'LL DO
- Actively participate in the management and planning of the hotel staffing, financial and material resources and support major transformation projects.
- Support, coach, develop and manage the performance of service teams through formal and informal means.
- Ensure guest satisfaction and quality of experience through anticipation of needs, timeliness, recognition, and effective complaint management.
- Maintain excellent relations with all members related to the work environment: guests, employees, Germain Hotels service center, partners, suppliers, etc.
- Ensure the safety of the premises and people by knowing and deploying (if necessary) emergency and crisis management measures, including in the event of fire; by disseminating crime trends and by ensuring the hotel's compliance with the PCI DSS standard.
WHAT YOU'LL BRING
- Diploma in Hotel Management or equivalent experience
- 3 to 5 years' experience in front desk management
- 1 year of experience supervising a team in the hospitality industry
- Ability to solve problems, manage priorities and work efficiently and professionally
- Assertiveness and natural ability to communicate (both orally and in writing), inspire and mobilize teams
- Excellent understanding of budget forecasting based on labor and hotel operations costs
- Good knowledge of the Office and OPERA PMS, an asset
WHAT WE OFFER
Passionate about travel? Enjoy exclusive rates on stays at Germain Hotels and explore the country. Again and again!
A work environment that fosters creativity and autonomy — contribute to the growth of a company that is committed to helping you move forward and recognizes you for who you truly are
Squats help you unwind? Enjoy access to a state-of-the-art gym right at your workplace
30 to 40 hours per week, with varying shifts and schedule
Hourly wage between $25 and $37/hour
Opportunity to receive a discretionary annual bonu
Group benefits plan paid 50% by the employer for full-time employees
Apply - we look forward to hearing from you!
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