Guest Services Manager

Canad Inns • Grand Forks, ND

5d • Onsite

About The Position

At Canad Inns, we are proudly part of the community and committed to creating memorable experiences for every guest who walks through our doors. We are looking for a motivated, service-driven, and hands-on Guest Services Manager to help lead our Guest Services, and overall guest experience operations. This role is ideal for someone who enjoys leading a team, solving problems, creating positive guest experiences, and keeping daily hotel operations running smoothly in a fast-paced, full-service destination property. The Guest Services Manager is responsible for supporting the day-to-day operations of the Guest Services department while helping maintain high standards of service, communication, accountability, and professionalism. This position works closely with hotel leadership, guest service agents, night audit, housekeeping, maintenance, security, sales, and food & beverage teams to ensure guests receive a welcoming, efficient, and memorable Canad Inns experience.

Requirements

• Previous hotel, front desk, guest service, or hospitality leadership experience preferred.
• Strong communication and problem-solving skills.
• Ability to lead, train, and motivate a team.
• Comfortable handling guest concerns professionally and confidently.
• Strong attention to detail with reservations, billing, and daily procedures.
• Ability to work flexible hours, including evenings, weekends, holidays, and high-demand event periods.
• Experience with hotel PMS systems is an asset.

Responsibilities

• Lead by example in providing friendly, professional, and solution-focused guest service.
• Handle guest concerns, service recovery, escalations, and follow-up communication.
• Support a welcoming atmosphere that reflects the Canad Inns brand and commitment to hospitality.
• Ensure guest requests, special accommodations, and group needs are communicated clearly and completed properly.
• Oversee front desk operations, arrivals, departures, room assignments, billing questions, and shift communication.
• Ensure proper check-in/check-out procedures are followed by all team members.
• Monitor room readiness, guest room moves, payment authorization, and reservation accuracy.
• Assist with daily operational needs in Maestro and other hotel systems.
• Train, coach, and support Guest Services team members.
• Assist with scheduling, shift coverage, attendance expectations, and performance follow-up.
• Promote teamwork, accountability, and professional communication across the department.
• Help create a positive work environment where staff feel supported and expectations are clear.
• Support hotel revenue initiatives including upgrades, add-on sales, loyalty enrollment, and guest retention.
• Encourage the team to identify opportunities to enhance the guest experience while supporting hotel goals.
• Assist with group arrivals, special events, VIP stays, and high-volume periods.
• Work closely with housekeeping, maintenance, security, food & beverage, and sales to ensure smooth operations.
• Communicate important updates clearly during shift changes and manager meetings.
• Help maintain accurate logs, reports, follow-ups, and documentation as needed.

Benefits

• Opportunities for professional growth within Canad Inns.
• A supportive team environment.
• Hands-on hospitality experience across rooms, events, restaurants, waterpark, and guest services.
• The chance to make a direct impact on both guest satisfaction and team success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed