FOH Rooms - Guest Services Manager
$46,000–$50,000 year
On-siteNiagara Falls, Ontario, Canada
Job Summary
Lead, supervise, and support the Front Office and Guest Services team to ensure exceptional service delivery and maximize revenue opportunities. Oversee recruitment, hiring, onboarding, training, scheduling, and performance management while coaching staff to achieve departmental goals. Direct guest check-ins, resolve complaints and service recovery situations, and authorize rate adjustments as needed. Ensure compliance with front office procedures, financial controls, and health & safety standards, including responding to emergency situations. Coordinate daily operations with Housekeeping, analyze occupancy reports, and manage room inventory for groups and transient business. Champion brand standards, guest satisfaction scores, and upselling initiatives across the property.
Required 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
Desired Qualifications
- Experience with Property Management Systems (e.g., Marriott, Hilton, light speed) is considered an asset
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