Assistant Guest Services Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Diamond Hotels Canada Inc. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Position

This is a contract position until February 2027 to cover for a Maternity Leave. You are responsible for assisting the Guest Services Manager in managing the day to day operation of the Front Desk. Your primary responsibility will be to ensure outstanding service to ensure total guest satisfaction through proper training and compliance with company policies and procedures and brand standards. You will also establish and support a high level of cooperation and teamwork in all areas of the Front Desk and among other departments.

Duties & Responsibilities

Ensure the smooth operation of the Guest Services Department in concert with and in the absence of the Guest Services Manager, ensuring that all standard operating procedures pertinent to Guest Services and brand standards are consistently followed.

Anticipate and address guest issues and establish proactive processes to promote guest satisfaction. 

Recognize and seize all opportunities to increase guest loyalty, employee satisfaction and profitability.

Champion the Marriott Rewards loyalty program through active promotion of the program; ensuring all related policies and procedures are adhered to; and Marriott Rewards members are recognized.

Assist in managing the recruitment, interviewing, onboarding and training off all front office employees.

Assist in maintaining information on rates, specials, packages, programs, etc and ensuring staff are trained in all areas

Assist in completing weekly reports, forecast, reservations on the books, scheduling and payroll input 

Assist in recruitment process for guest services associates 

Promote teamwork and quality guest service through effective communication and coordination with other departments

Provide direction, support and motivation to the Front Desk team

Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour compliance, etc.)

Follow established policies and procedures when hiring new staff

Resolve staffing problems and complete proper documentation in accordance with hotel policies and Employment Standards Act (i.e. discipline, terminations, etc.)

Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making

Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training and growth

Ensuring regular recognition of staff in exhibiting desired behaviours

Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent

Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as departmental budgets including labour through well managed room inventory, cost controls, and schedules

Assist in control of departmental expenses in relation to budget

Accuracy of department's cashiering and consistent balancing of department's float

Reconciliation of Group accounts and packages

Ensure accuracy of computer input (i.e. rate codes, etc.)

The above areas of responsibility are not all inclusive and may be amended from time to time.

Completion of secondary school plus additional post-secondary courses or equivalent.

Minimum 2 years hospitality experience in a supervisory/management role with strong knowledge of Front Desk operations. 

Must be flexible to work days, evenings, weekends and holidays.

Exceptional leadership, interpersonal, and communication skills

Must posses strong interpersonal skills and the ability to work and communicate effectively within a diverse team environment

Ability to work effectively in a multi-cultural environment with co-workers, clients and partners

Proven success in delivering exceptional guest services and excellent interpersonal and employee relations skills.

Sufficient Computer skills to allow proficient use of company issued software programs (Opera, Microsoft Office, etc.)

Ability to work under pressure with tact and diplomacy.

We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.

We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.

We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant's accessibility needs.

salaried

The salary for this position is $52,000 annually.

This company is an equal opportunity employer.

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