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Guest Services Manager

51 minutes ago

Ottawa, Ontario, Canada InnVest Hotels-Ottawa Marriott Hotel Full time

GUEST SERVICES MANAGER (GSM)

BE PART OF MARRIOTT OTTAWA'S FUTURE

Join the Iconic Ottawa Marriott Hotel – Where Hospitality Meets Possibility

At the Ottawa Marriott, we don't just serve guests—we create unforgettable moments. We blend timeless hospitality with bold innovation, bringing warmth and inspiration to every corner of the globe. Our promise of "Wonderful Hospitality. Always." is more than a slogan—it's a way of life. If you're ready to be part of something exceptional, your journey starts here.

About Us

Perfectly positioned just steps from Parliament in the heart of Ottawa, the Ottawa Marriott Hotel has been a pillar of excellence in Canada's capital for decades. With 493 beautifully appointed guestrooms, 36,000 sq. ft. of versatile event space, a 26th-floor Concierge Lounge, SPIN Kitchen & Bar, a full-service Starbucks, and the breathtaking Summit rooftop venue, we are proud to be Ottawa's tallest hotel and second-largest overall.

We are in full swing of an exciting full-scale renovation—reimagining every space from guest rooms to restaurants—to redefine modern luxury while honoring our storied legacy.

Be Part of Our Transformation

This is your chance to grow with us during a thrilling new chapter. Whether you're welcoming guests, crafting cocktails, orchestrating events, or elevating experiences behind the scenes—you'll help shape the next generation of Ottawa hospitality.

YOU'RE A GREAT FIT IF YOU:

  • Flourish in a fast-paced environment with multiple priorities.
  • Can see the big picture and act proactively with a solution-focused mindset.
  • Are Caring
  • Are a Storyteller
  • Are Extraordinary
  • Are Open Minded
  • Demonstrate Wonderful Hospitality. Always.

The Guest Services Manager position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This position will participate in the Hotel Manager on Duty program, ensuring world-class service delivery and a safe, secure environment for our Guests & Hosts.

YOUR RESPONSIBILITIES MAY INCLUDE:

  • Be present and visible at the front desk area to provide support, supervision, and assistance to the Front Desk, Bell Desk/Valet, At Your Service, and M-Club teams.
  • Consistently deliver Wonderful Service to exceed guest expectations and foster loyalty toward the Marriott Ottawa brand.
  • Manage the daily arrival and departure process by reviewing hotel occupancy, VIP lists, GXP reports, and Marriott Bonvoy member information. Personally greet VIP and priority guests as required.
  • Conduct regular tours of the main floor to ensure cleanliness, proper furniture placement, and an engaging atmosphere. Report or address any deficiencies promptly and document follow-up actions in the MOD report.
  • Take full ownership of guest and associate (Host) needs, requests, and issues, ensuring timely and satisfactory resolution.
  • Review the daily Operations Log and follow up on all guest-related concerns, utilizing the Marriott L.E.A.R.N. process to ensure complete guest satisfaction.
  • Foster a proactive service culture where all associates are empowered to deliver immediate, anticipatory service to guests.
  • Actively seek feedback from guests and associates to identify opportunities for improvement, supporting enhanced Guest Voice and GSS results.
  • Monitor and respond promptly to guest inquiries and comments .
  • Communicate effectively and consistently with all departments to emphasize the importance of guest satisfaction and ensure cohesive service delivery.
  • Promote a safe and healthy workplace by leading through example, reporting hazards promptly, and maintaining hotel safety standards.
  • Ensure Rooms Division service standards meet or exceed brand expectations at all times.
  • Conduct pre-shift meetings, including providing daily standup facilitation to reinforce the importance of creating exceptional guest experiences.
  • Maintain a strong, visible presence in the lobby and public areas to engage with guests and associates, ensuring a warm and genuine welcome for every visitor.
  • Develop a comprehensive understanding of all hotel products, services, and amenities to effectively assist guests and support team members.
  • Assist in developing, interpreting, and implementing hotel policies, standard operating procedures, training materials, work schedules, and departmental guidelines.
  • Maintain thorough knowledge of all emergency and crisis management procedures to ensure guest and associate safety at all times.
  • Perform other reasonable duties as required by management.

JOB SPECIFICATIONS:

Education/Experience and skills

  • Completed diploma or Certificate in Hotel Management preferred.
  • Progressive supervisory experience preferred.
  • Progressive experience as a Guest Service Agent.
  • Excellent knowledge of Front Office and Outlet operations.
  • Excellent knowledge of Front Office software (FSPMS), GXP and MICRO's (F&B - POS).
  • Proficiency in both official languages (English & French).
  • Excellent decision-making skills.
  • Excellent communication, interpersonal and organizational skills.
  • Able to engage in conversations with guests.
  • Must be able to work in a fast-paced environment with the ability to multi-task.
  • Able to work independently and under-pressure with little supervision at times.
  • Must be able to work variable shifts including evenings, weekends and overnight.

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity, and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest's portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada's largest independently-owned and operated hotel portfolio.

What we offer

  • Positive respectful culture
  • Marriott Worldwide Travel perks and benefits
  • Duty Meal & Food and Beverage Discounts
  • Rewards and Recognition
  • Growth Opportunities
  • Chance to work with some amazing people

Job Types: Full-time, Permanent

Pay: $62,500.00-$65,000.00 per year

Benefits:

  • Dental care
  • Disability insurance
  • Discounted or free food
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care

Ability to commute/relocate:

  • Ottawa, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

  • Have you been employed by InnVest Hotels before? If yes, when was that and at what location?
  • This role requires the candidate to work a variety of shifts including evenings, nights, weekends and days on-site in downtown Ottawa. Do you have reliable transportation that will allow you to meet this requirement?
  • How many years of Luxury hotel experience do you have?

Experience:

  • Guest Services Agent: 2 years (preferred)

Work Location: In person