Job Director Front Desk Management in Montreal

Workplace: 1 Place du Canada, Montréal, Quebec, Canada, H3B4C9

The Marriott Château Champlain has always been at the heart of Montreal's tourism and commercial activity. Located in downtown Montreal, our completely renovated hotel features 614 guest rooms and suites, as well as 23 meeting rooms. In order to meet the demands of a constantly changing market, we are looking for the person who can provide our guests with an innovative, unique and memorable experience.

Reporting to the Director of Accommodation, you will lead and supervise all operations of the front office service, including receptionists, telephone operators, concierge staff, and night auditors. Your areas of responsibility will include the reception personnel. You will direct and work with your team to successfully execute all front-office operations, including guest check-in and check-out procedures. You will work to establish a safe and secure environment for all guests and associates. You strive to continually improve guest and employee satisfaction and maximize the department’s financial performance.

Job Description:

• Uses interpersonal and communication skills to lead, influence, and encourage others;
• Encourages and reinforces mutual trust, respect, and cooperation among team members.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Achieves and exceeds objectives
• Manages daily operations, ensures quality, standards, and meets daily customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps the reception team focused on the sensitive components of operations.
• Understands the importance of front-office operations and its impact on accommodation in general.
• Addresses customer complaints and ensures all customer issues are resolved.
• Ensures compliance with all policies, standards, and procedures of the department.
• Coordinates activities with other hotel departments to facilitate communication.
• Improves service by communicating and helping the team understand customer needs, providing advice, feedback, and individual coaching as necessary.
• Analyzes customer feedback and satisfaction results to identify areas for improvement.
• Responds to customer problems and complaints and manages them.

Skills:

• Strong customer service and interpersonal skills
• Leadership and decision-making ability
• Prioritization skills and ability to handle multiple tasks at once
• Stress tolerance and strong adaptability in a constantly changing environment
• Teamwork skills, autonomy, versatility, and initiative.
• Ability to learn and quickly understand different PMS and software
• Good knowledge of the union environment.

Salary: The proposed annual salary is $70,000 per year. In addition, you will be eligible to our benefits and preferential rates in all hotels owned by the Tidan Group.

Education:

• Degree in hotel management or a related field.

Years of experience required:

• 3 years of experience in hospitality, including at least 2 years in this position.

Languages:

• Bilingualism (French and English) both orally and in writing is required in this position, as we serve an international clientele.