Job Description & How to Apply Below
Guest Services Manager
We are currently hiring a Guest Services Manager to join our dynamic team. The role is responsible for all aspects of the daily operations of the front office in a hotel environment and plays a crucial role in setting the tone for each guest who walks through our doors. The manager will develop and coordinate programs to optimize guest satisfaction, product quality, and revenue opportunities, and ensure the property’s ongoing competitiveness in the market.
Support and training are provided to the Guest Services team in all areas of operations, including arrivals, departures, reservations, and night audit processes.
The Guest Service Manager provides direct support to the team members on all front‑desk operations. The team leads the guest experience and provides the first impression of the property. A key responsibility is training and coaching the team to ensure consistent guest service and experience. The manager is an engaging, inclusive leader who creates a fun and supportive environment that recognizes and empowers team members to deliver exceptional experiences.
The right candidate will be a dynamic, service‑focused leader with charisma, a "can do" attitude, attention to detail, self‑motivation, and a willingness to bring new ideas while enjoying teamwork.
What We Offer
Work with like‑minded team members who are passionate about their work and keep things fun every day!
Working with a reputable brand and being part of Silver Hotel Group, a company committed to a culture of respect, appreciation, and fun.
A fast‑paced environment in an exciting industry, with opportunities to meet people from all over the world.
Education reimbursement for you (and your children!)
RRSP matching program
Annual wellness credit
Team‑member referral program
Leadership development
Team‑building events
Culture of recognition program
Hotel stay discounts
Key Responsibilities
Demonstrate and promote a 100% commitment to providing exceptional experiences for guests and employees.
Ensure guests receive prompt, professional attention and personal recognition; greet guests upon arrival.
Respond appropriately to guest complaints and implement service recovery gestures to ensure total satisfaction.
Maximize total hotel revenues, including occupancy and RevPAR, on a daily basis.
Maintain all policies and internal controls related to front‑office operations to ensure security of monies, credit and financial transactions, and guest security.
Assist with recruitment, training, supervision, and discipline of front‑desk/guest‑services team members.
Ensure all staff is properly trained on systems, security, cash handling, and service standards.
Promote teamwork and quality service through daily communication and coordination with other departments.
Schedule staff within budgeted guidelines and provide optimal coverage for service demands.
Organize and maintain front‑office records and equipment in accordance with hotel policy and control inventory of supplies/forms.
Assist in the preparation of annual business plans, budgets, and marketing plans.
Prepare, monitor, and maintain front‑office reports as required.
Perform other duties as assigned.
What We Are Looking For
Strong computer skills, with knowledge of Microsoft Office and hotel property management systems.
Organized, results‑orientated, proven time‑management skills, and ability to work under pressure.
Effective verbal and written communication skills.
Revenue management skills and past involvement in the revenue management process is an asset.
Strong leader who develops the skills of others and thrives in a fast‑paced environment while maintaining composure with guests and team members.
Class G driver’s licence required.
Availability to work days, nights, weekends, and/or holidays as required, including occasional manager‑on‑duty shifts.
This posting is for an existing vacancy.
The Silver Hotel Group is an equal‑opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law. We are committed to respecting the independence and dignity of all persons by providing a barrier‑free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.
Please contact Human Resources at 905‑362‑9480.
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