FOH Rooms - Guest Services Manager

COMPANY DESCRIPTION:
The Canadian Niagara Hotels Group of Companies is one of Canada’s largest, most successful, and diversified entertainment and hospitality organizations. With over 3,500 talented professionals across our business units, we offer a distinctive collection of world-renowned hotels, restaurant brands, cafes and retail, situated just steps from the iconic Niagara Falls.
Our portfolio includes internationally recognized hotel brands such as Marriott, Sheraton, and The Brock – Tapestry by Hilton, along with premier dining destinations including Massimo’s Italian, Fallsview Restaurant, Prime Steakhouse, Morton’s Grille, Milestones Grill + Bar, Hard Rock Café, Rainforest Café, as well as popular retail and café experiences including Starbucksand Hershey– to name a few. Paired with a wide selection of modern amenities that include a large selection of unique event and meeting spaces, full service spas, fitness centres, rooftop pool/indoor pools, indoor waterpark, and super entertaining arcade makes our property locations unparalleled.
Job Summary
Reporting to the Director of Front Office, 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.
Key Responsibilities
• Lead, supervise, and support Front Office and Guest Services team members to ensure exceptional service delivery
• Oversee recruitment, hiring, onboarding, training, scheduling, 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
Qualifications
• 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
• Experience with Property Management Systems (e.g., Marriott, Hilton, light speed) is considered an asset
Why Work For Canadian Niagara Hotels?
No matter which business unit you join or where you begin your career, Canadian Niagara Hotels Group of Companies offers rewarding opportunities for growth. Offering more than 200 different career choices, we provide career training programs and opportunities developed by some of the world’s most valued brands among our four business segments – hotels, restaurants, specialty retail and entertainment/attractions. Our team members are empowered to deliver exceptional guest experiences while contributing to the continued success of our organization.
Benefits We Offer Our Associates:
• 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.
• Convenient Parking - Complimentary or reduced-rate parking, based on the specific location.
• Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.
This is “Where Great Careers Happen” – Join a Team That Empowers You to Make a Difference, Deliver Results, and Grow Your Career. Take the Next Step In Building Your Career With Us!
https://canadianniagarahotelscareers.ca/
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Placement within the hiring range is based on skills, experience and accomplishments in comparable roles
We confirm that AI may be used in screening or assessing applicants at the application stage for more detailed consideration, and this position is an existing vacancy
We thank all applicants for their interest, however, only those selected for an interview will be contacted
We are committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.