Posted 10 days ago
Team Lead Guest Services
@ Germain Hôtels
Calgary, Alberta
Overview
Germain Hôtels is hiring a Team Lead Guest Services to run front office shift operations, coach staff and keep guest satisfaction high. The role reports to the Guest Services Manager and covers task distribution, guest problem resolution, emergency procedures and inventory during high occupancy. The posting lists a hospitality diploma or equivalent experience, supervisory experience as an asset, and group insurance with a hotel promotional rate.
Responsibilities:
- Oversee front office shift operations and guest satisfaction
- Train, coach and mentor front office employees
- Distribute tasks and coordinate department workflow
- Resolve guest problems and enforce emergency procedures
- Maximize inventory during high occupancy nights
Requirements summary:
- Hospitality diploma or equivalent experience
- Problem solving and multitasking ability
- Excellent customer service and communication skills
- Supervisory experience an asset
- Second language an asset
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · ultipro
- Employer posting date
- 2026-10-28
- First seen by our source
- 2026-10-28
- Source record updated
- 2026-10-28
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Customer service |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office, Client sites |
| Position | Mostly standing |
| Physical demands | physical low · computer low |
| Languages | English, French |
| Education | College diploma (preferred) |
| Fields of study | Hospitality |
| Perks mentioned | 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 |
Reporting to the Guest Services Manager, the Guest Services Team Leader is responsible for ensuring the highest level of guest service and that standards are maintained for all positions within the front office while on duty.
WHAT YOU'LL DO
- Oversee shift operations for the front office department while on duty ensuring a smooth operation and the highest level of guest satisfaction
- Train, coach and mentors employees. Creates an environment that allows employees to achieve job fulfillment
- Distribute tasks, coordinate workflow for the department to ensure on-time delivery and efficient performance on all duties
- Seek feedback on guest satisfaction and resolves problems in accordance with our mission statement
- Effectively maximize inventory levels during high occupancy/sold out nights
- Monitor standards, details, policies and procedures
- Know all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for the handling of the fire panel. Makes sure all employees follow these procedures to ensure guest safety. Promotes a safe working environment
- Maintain a high level of professionalism in all aspects of job performance
- Consistently demonstrate a commitment to personal guest service excellence
- Comply with the Germain Hotels policies, procedures and code of ethics
- Perform any and all other tasks which are assigned by management
WHAT YOU'LL BRING
- Hospitality diploma / degree or equivalent experience
- Problem solving skills, as well as the ability to work quickly and multi-task
- Excellent customer service and communication skills
- Supervisory experience an asset
- Able to work in a team environment
- Excellent verbal et written communication
- A second language an asset
WHAT WE OFFER
- A percentage of the group insurance is paid by the employer for full time employees
- Promotional rate to discover Germain Hotels properties through Canada
- Opportunities to develop your career within a growing company across Canada
- Access to the hotel gym
- Employee referral program
- Employee Assistance Program for team member and their family
Journal
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