Guest Services Manager

The Guest Services Manager is responsible for leading the daily operation of the Front Office and ensuring a welcoming, efficient and consistent guest experience. This is a hands-on leadership position combining operational coverage with team supervision, guest recovery, training and administrative responsibilities. The successful candidate will be visible in the operation, support the front desk team during busy periods and work closely with Housekeeping, Maintenance, Sales and Food and Beverage to ensure the hotel operates smoothly.

The Guest Services Manager will help create a positive team environment while maintaining Best Western brand standards.

• Create a welcoming and professional experience for all guests.
• Respond to guest concerns and resolve issues in a timely and appropriate manner.
• Follow up on guest feedback and service recovery cases.
• Monitor guest satisfaction results and identify opportunities for improvement.
• Ensure special requests, VIP arrivals and group requirements are communicated and properly handled.
• Support Best Western Rewards enrolment, recognition and loyalty program standards.

• Oversee the daily operation of the Front Desk and Guest Services team.
• Assist with check-ins, check-outs, reservations, telephone calls and guest requests as needed.
• Review arrivals, departures, room status, group activity and occupancy levels.
• Coordinate closely with Housekeeping to support room readiness and effective room assignment.
• Ensure accurate handling of cash, credit cards, deposits, billing and shift reconciliations.
• Complete daily checklists, reports and operational follow-up.
• Maintain knowledge of hotel services, local attractions and current hotel activities.
• Support emergency procedures, security standards and incident reporting.
• Lead, coach and support Guest Services Agents and Supervisors.
• Assist with recruitment, onboarding, training and ongoing development.
• Prepare schedules based on business levels, operational needs and labour targets.
• Conduct shift briefings and maintain clear communication across the department.
• Provide regular feedback and address performance or attendance concerns promptly.
• Promote teamwork, accountability and a positive workplace culture.
• Recognize team members who demonstrate strong performance and guest service.

• Act as Manager on Duty when scheduled.
• Support other departments during peak periods and operational challenges.
• Participate in daily operational meetings and leadership discussions.
• Work closely with Housekeeping and Maintenance to address room-related concerns.
• Communicate group, event and restaurant information to the Front Office team.
• Assist with hotel inspections, brand standards and quality assurance requirements.
• Ensure guest and employee safety procedures are followed at all times.

• Support departmental labour management and productivity goals.
• Monitor overtime, scheduling efficiency and staffing requirements.
• Review billing concerns, adjustments, refunds and guest compensation.
• Ensure departmental supplies and operating equipment are properly controlled.
• Assist with forecasting, budgeting and monthly reporting as required.
• Maintain accurate records related to training, incidents, attendance and performance including reviews.

• Previous hotel Front Office leadership experience is required.
• Previous experience as a Front Office Supervisor, Assistant Front Office Manager or Guest Services Manager is preferred.
• B randed hotel experience is considered an asset.
• Strong guest service and problem-solving skills.
• Demonstrated ability to lead, coach and motivate a team.
• Strong organizational, communication and time-management skills.
• Comfortable handling difficult conversations and guest recovery situations.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with hotel property-management systems is preferred.
• Knowledge of Microsoft Office and basic hotel financial reporting is an asset.
• Must be available to work flexible hours, including evenings, weekends and holidays.

• Ability to stand and walk for extended periods.
• Ability to work at a computer and front desk workstation.
• Ability to occasionally lift or move items weighing up to 25 pounds.
• Ability to respond promptly to operational and emergency situations throughout the hotel.

• Visible and engaged in the operation.
• Approachable and…