Job Description

Operating in the hospitality and restaurant industry for nearly 50 years, Gray Collection is an award-winning group of authentically local hotels and restaurants that offer travelers from around the world the experience of friendly luxury. Among our establishments are Maggie Oakes, Jacopo, Vieux-Port Steakhouse, Pincette, Bevo Bar+Pizzeria, Restaurant Gaspar, Terrasse le Perché, Terrasse William Gray, and Terrasse sur l’Auberge.

Reporting to the Director of Rooms, the Front Desk Manager is a dynamic and creative leader who fosters an inspiring and proactive work environment. They ensure an exceptional guest experience through effective management and strategic planning of front office operations. With strong listening and interpersonal skills, they support both guests and team members while continuously enhancing service standards and ensuring their consistent implementation through coaching, guidance, and operational support.

RESPONSIBILITIES

• Coordinate all front-of-house operations, including concierge, valet, and front desk services;
• Define and implement guest service quality standards;
• Foster a culture of discretion and ensure guest confidentiality is maintained at all times;
• Establish and maintain strong working relationships with all hotel departments to maximize collaboration and productivity;
• Promote a collaborative team environment focused on identifying and exceeding guest expectations;
• Supervise and participate in the delivery of guest services;
• Ensure guest satisfaction during and after service delivery;
• Provide guests with information regarding hotel services, local attractions, regional activities, and hotel programming;
• Ensure all service areas are equipped with the tools and resources required for efficient front desk operations (computer systems, equipment, etc.);
• Ensure compliance with departmental policies and procedures established by management regarding guest reception and service standards;
• Work closely with Reservations and Revenue Management teams to maximize occupancy and revenue;
• Apply disciplinary measures fairly and maintain supporting documentation when required;
• Participate in workforce planning and recruitment activities;
• Identify training and coaching needs and ensure appropriate follow-up;
• Collaborate in the development and implementation of work methods and procedures to optimize team performance.

QUALIFICATIONS

• 1 to 2 years of relevant experience in a similar role;
• Fully bilingual in both French and English, with excellent verbal and written communication skills;
• Flexible availability, including days, evenings, and weekends;
• Strong knowledge of hotel management systems (Opera experience is considered an asset);
• Proficiency in Microsoft Office Suite;
• Exceptional attention to detail and strong organizational skills.

BENEFITS

• Group insurance plan with telemedecine
• Group RRSP and DPSP (Deferred Profit Sharing Plan)
• 50% employee discount at all of our establishments for the employee and up to 3 guests
• Discounts with our business partners (transportation, wellness, leisure)
• Company culture that values employees
• Employee recognition events
• Growing company with opportunities for career development and personal growth

We thank you for your interest. Only individuals selected to be interviewed will be contacted.

*In this document, we have made an effort to use neutral language suitable for all individuals, regardless of gender. However, certain terms, job titles, and sentence structures may require us to use the masculine form as a neutral gender. We wish to inform you of this. As we prioritize an inclusive work environment, we welcome all individuals, regardless of gender, to apply.

*Knowledge of English (spoken) is required for this position due to the frequent and necessary interactions with an English-speaking and international clientele in a tourism environment and in close collaboration with several partner hotels. The incumbent must independently welcome, inform, and assist guests. Communication in English is essential to the performance of the duties, the quality of service provided, and, where applicable, safety requirements, and cannot reasonably be delegated to another employee.