Director of Front Desk and Guest Experience

Welcome to the Vogue Montreal Downtown, Curio Collection by Hilton hotel:

Located in the heart of Montreal's fashion district, the Vogue Hotel Montreal, Curio Collection by Hilton, is just steps away from downtown luxury shopping, best restaurants, and attractions. This hotel offers a refined and elegant experience, ideal for travelers who want to enjoy the best of Montreal. Working at the Vogue Hotel Montreal means being part of a team dedicated to providing exceptional service in a prestigious setting.

At Hilton, excellence is a tradition. We anticipate the needs of our guests and create unforgettable experiences. This same attention extends to our teams: we are committed to providing an environment where everyone can grow personally and professionally. The Vogue Hotel Montreal, a jewel of Hilton's Curio Collection, which combines luxury and personalization to provide an unforgettable stay for our guests.

Our vision: to become Montreal's benchmark in sustainable and humane luxury hotels, while offering our talents a prestigious environment to build a career as remarkable as our establishment.

What we offer

• Transport premium
• Wellness and Recognition Programs
• Exceptional Hilton Honors Discounts
• Competitive Benefits
• Career opportunities within a growing group
• Referral bonus
• And much more to discover!

Key Responsibilities

Planning

• Participate in management committees and executive meetings.
• Define and update policies related to onboarding and customer experience.
• Evaluate occupancy forecasts and plan for operational needs.
• Collaborate with key departments (maintenance, sales, catering).
• Monitor performance indicators and adjust actions according to customer feedback.

Leadership

• Collaborate with HR on staffing needs.
• Actively participate in the recruitment, integration and development of talent.
• Manage schedules, assign responsibilities and ensure compliance with the collective agreement.
• Inspire teams to strive for excellence, embodying Hilton standards.

Optimization of operations

• Contribute to budget planning and rigorous cost monitoring.
• Supervise inventories, orders and suppliers related to reception.
• Support the payroll process and timesheet tracking.

Customer positioning

• Work with sales to align offers with customer needs.
• Contribute to online loyalty and reputation.
• Support projects and initiatives related to customer experience.

Customer Service

• Be present at all key moments in the customer journey.
• Manages complex situations and complaints with diplomacy.
• To guarantee a consistent quality service according to Hilton standards.
• Proactively bring the Hilton Honors program to life  .
• Anchor a culture of high-end hospitality in the team.

Desired profile

Formation

• Degree in Hospitality Management, Tourism or Business Administration.
• Customer service management training and certification is an asset.

Experiment

• Minimum 2 to 3 years in a supervisory or management position in the hotel industry.
• Notable experience at the front desk or in luxury customer service.
• Knowledge of the unionized environment: a plus.

Key Competencies

• Mobilizing leadership and decision-making capacity.
• Attention to detail, professional posture and customer orientation.
• Master's degree in Opera is  imperative.
• Excellent communication in French and English.
• Organizational rigor, autonomy and stress management.
• Ability to resolve conflicts and manage complex issues

Artifact Group at a glance:
Artifact Group is a private investment and property management company specializing in the acquisition and valuation of real estate assets and recognized for its expertise in hospitality. Over the years, we have built a portfolio of award-winning properties in Canada and the United States. Among them, the Vogue Hotel Montreal Downtown, Curio Collection by Hilton, the first Curio Collection address in Canada, was distinguished by Hilton as "Curio Collection Conversion of the Year 2022" for the Americas.

Joining our team means joining a stimulating environment, where excellence and passion for service make all the difference. Do you have the talent and motivation? We have the right position for you!