Guest Service Supervisor

About the role

We are looking for a dynamic Guest Service Supervisor to lead our reception, reservations, night audit and concierge teams. The successful candidate will ensure seamless operations, uphold high service standards and create memorable experiences for all guests, including VIPs.

Key responsibilities

• Plan and coordinate arrivals for regular guests and VIPs, delivering personalized stays.
• Support and develop team members, providing coaching and performance feedback.
• Maintain a visible presence in service areas to ensure aesthetic standards and compliance with health, safety, hygiene and sanitation regulations.
• Collaborate with other departments to synchronize customer service activities and manage inventory during peak periods.
• Act as the primary point of contact for complaint handling, service excellence deployment, and emergency or crisis situations.

Required profile

• 1‑to‑2 years of customer‑service experience in the hospitality industry.
• Strong empathy and the ability to understand guests’ feelings and concerns.
• Excellent problem‑solving skills with a focus on quick and efficient issue resolution.
• Patience and professionalism when dealing with dissatisfied or stressed guests.
• Inspirational leadership qualities to motivate, engage and mobilize teams.

Required skills

• Proficiency with OPERA Property Management System (PMS) – an asset.

What we offer

• Special rates at Germain Hotels for personal travel.
• Creative and autonomous work environment that recognises individual contributions.
• Access to a state‑of‑the‑art on‑site gym.
• Full‑time permanent contract with an annual salary of $52,000‑$53,560 CAD and eligibility for a bonus up to 5 % of gross salary.