Guest Services Manager

Join our team at the Moxy Marriott Montréal, where a stay is not just a reservation, but an adventure into a world of fun and relaxation! Just steps from the Bell Centre, Old Montreal and the famous Underground City, the Moxy Marriott Montreal is ready to redefine the guest experience with an energetic twist.

Our 12th floor features an indoor pool for a refreshing dip, a fully equipped gym and a whirlpool with panoramic views of the city.

It's not just about staying with us; it's about embracing a lifestyle where every moment is filled with joy and discovery.

Be part of a team that challenges you to become the best version of yourself! Moxy Montréal will be a mixed-use building featuring 216 rooms and over 700 apartments, with four floors of underground parking.

OUR OFFERCompetitive wagesGroup insuranceRegistered Retirement Savings Plan (RRSP)Paid personal daysOrientation planParticipation in the development of new brands50% discount at RIMAP hotel restaurantsMarriott travel benefits ROLEReporting to the Front Office Manager, the Guest Services Manager supports the Manager in his duties and oversees the hotel's front desk and guest services operations, which include the front desk, night audition and assigned staff.

Also performing concierge duties, he responds to guests' needs and requests, offering personalized recommendations. He is responsible for the smooth operations of his department, ensuring that the service standards set by Moxy Marriott and RIMAP Hospitality Services are met and that guest expectations are surpassed.

• RESPONSABILITIESResponsible for the smooth operation of the reception, customer service, night audition and all other customer service related areas;
• Communicate operational needs to the appropriate employees on a daily basis;Pay particular attention to customer satisfaction and ensure that all guest requests are answered accurately, efficiently and in accordance with Moxy Marriott standards;
• Handle guest complaints, when required, with professionalism and in accordance with Moxy Marriott standards;Ensure that staff have accurate and up-to-date knowledge of hotel services, equipment and amenities;
• Control rooms and rigorously monitor occupancy rates;Provide alternative accommodations when the hotel is unable to accommodate booked guests;
• Authorize and sign cash adjustments and disbursements;Ensure that new employees are properly trained to Moxy Marriott standards;
• Responsible for assigning daily tasks to employees under his / her responsibility;Assist all hotel departments when necessary;
• Handles front desk operations when needed, including but not limited to guest check-in and check-out and assistance with luggage;
• Continuous presence in the lobby to ensure an exceptional guest experience;Know the activities available in Montreal (theater, sports, concerts, shows, special exhibits, sightseeing tours) and establish close ties with suppliers in order to provide information, tickets and reservations to guests;
• Monitor and maintain the cleanliness and good working order of departmental equipment and supplies;Ensure that all relevant information is recorded in the daily log;
• Implement reception and customer service procedures that promote the health and safety of all guests and staff, such as key management, security and emergency procedures;
• Master property emergency procedures; Report and modify immediately, if possible, all health and safety hazards and questionable situations, and react accordingly;
• Ensure the confidentiality of guests' personal information;Understand and adhere to departmental budget;Follow the register of all purchase orders and related directives;
• Manage work schedules by balancing departmental and employee needs;Assist the Front Desk Manager and Human Resources Director in all aspects of employee management within the department, including performance management, performance appraisals, assigned tasks, team development and training to maintain the level of expertise required to sustain the Front Desk program;
• Ensure uniform control, purchasing and usage;Participate in management team meetings;Participate in planning departmental meetings;
• Participate in the Manager on Duty (MOD) program;Perform any other duties related to the functions. REQUIREMENTSPost-secondary diploma in hotel management or related professional field;

3 to 5 years' experience in hotel management, customer service or related field.Computer literate, MS Office suite.Proficiency of DELPHI software (an asset)Maintain a professional appearance and conduct yourself in a mature manner and with integrity at all times, including performances outside the hotel.

Have an excellent presentation, good elocution and good interpersonal skills to meet the expectations of a corporate and diverse clientele.

Strong negotiation and prospecting skills.Communicates perfectly in English and French, both orally and in writing. The use of French is the primary welcome language for our guests.

As an international organization, we receive an English-speaking clientele of nearly 50% daily. Proficiency in English, both spoken and written, is necessary to adequately serve our English-speaking clientele and meet their needs and expectations.

The use of another language remains an asset.*Our organization is an employer aware of professional fairness and is committed to recruiting a diverse workforce and maintaining an inclusive culture.

The use of the masculine is only used for the purpose of simplifying the text. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected by provincial or federal laws.