Guest Services Manager

Marriott • Niagara Falls, ON

6d • CA$47,000 - CA$50,000 • Onsite

About The Position

Reporting to the Front Office Manager, the Guest Service Manager is responsible for leading the Front Desk and Guest Services team to deliver exceptional guest experiences. This role ensures all team members consistently exceed guest expectations, maximize revenue opportunities, and uphold company standards, while maintaining a positive and efficient work environment.

Requirements

• Proven leadership experience in Front Office or Guest Services within a hotel environment
• Strong commitment to delivering exceptional guest experiences and leading by example
• Demonstrated ability to lead, motivate, and develop a large team in a fast-paced environment
• Excellent communication, interpersonal, and conflict resolution skills
• Ability to remain composed and professional while managing multiple priorities and high guest volumes
• Strong organizational skills with a sense of urgency and attention to detail
• Ability to influence decision-making and resolve issues effectively and diplomatically
• Demonstrated commitment to maintaining a safe, compliant, and service-focused workplace
• Ability to train and guide staff to deliver consistent, high-quality guest experiences and drive revenue opportunities
• Strong understanding of hotel operations, including rooms division and front office systems
• Post-secondary education in Hospitality or related field, or equivalent experience
• Flexible availability, including days, evenings, weekends, and holidays

Nice To Haves

• Experience with Property Management Systems (e.g., Marriott, Hilton, light speed) is considered an asset.

Responsibilities

• Lead, supervise, and support Front Office and Guest Services team members to ensure exceptional service delivery
• Oversee training and performance management of Guest Service staff
• Coach, mentor, and develop team members to achieve individual and departmental goals
• Ensure all front office procedures are followed, including cash handling, billing accuracy, and operational standards
• Monitor and complete inventory checks, departmental audits, and operational reports
• Oversee guest check-ins/outs, including VIPs, groups, and special arrivals; act as liaison with Sales and Reservations
• Resolve guest concerns, complaints, service recovery situations, and authorize rate adjustments when required
• Ensure all transactions, postings, and financial controls are accurate and compliant
• Coordinate daily operations with Housekeeping and other departments to ensure seamless guest experiences
• Analyze and distribute daily, weekly, and monthly occupancy and performance reports
• Manage room inventory, including blocking for group and transient business
• Champion brand standards, guest satisfaction scores, upselling initiatives, and colleague engagement metrics
• Lead by example in promoting hotel services, amenities, and cross-functional offerings across the property
• Ensure compliance with health & safety standards and actively promote a safe work environment
• Respond to and lead emergency situations (fire alarms, medical incidents, security concerns) in accordance with procedures
• Identify opportunities to enhance guest satisfaction, streamline operations, and improve overall service delivery
• Perform other duties as assigned.

Benefits

• Comprehensive Health & Medical Coverage: Includes: Prescription Drugs, Dental Coverage, Life and AD&D, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance, among other benefits.
• Career Growth & Development: Opportunities for professional growth and development through cross training in various roles across multiple business properties.
• Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world-renowned hotels, available only at properties operating under a brand name.
• Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
• Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree