Guest Services Manager

GENERAL SUMMARY:

RIMAP Hospitality, founded in 2007, has made its mark as one of Montreal's largest and most dynamic hotel operators, managing big names like Marriott, Hilton, and IHG. We're now shaking up Ottawa's hotel scene with next-level energy and bold hospitality.

At Moxy, we do things differently - merging playful vibes, creative thinking, and a passion for outstanding, unordinary hotel experiences. Our Guest Services Manager is at the epicenter of the action, leading the front desk squad, dialing up the guest experience, and making sure every stay feels fresh, fun, and seamless.

REFERENCE #:

POSITION TITLE: Guest Services Manager

DEPARTMENT: Front Office

LOCATION: Ottawa, ON

SCHEDULE: Regular Status

POSITION TYPE: Salaried, onsite

BENEFITS: Health & Dental Care | Paid Vacation | Marriott Discounts

REPORTS TO: Front Office Manager

GENERAL SUMMARY:

At Moxy, the front desk is more than a check-in—it's the launch point for the entire guest experience. As Guest Services Manager, you'll fuel the Moxy vibe from arrival to checkout. You'll lead the crew, handle the wild cards, exceed expectations, and keep things running smooth (even when it's busy and bold).

WHO YOU ARE:

Experience

• High school diploma or equivalent required; hospitality degree preferred

• Previous experience in front office, guest services, or hotel management

• Skilled in hotel ops, reservations, and all things front desk

• Experience with Marriott systems (e.g., Opera, Fosse, GXP) is a plus.

• Thrive working independently and ad as part of a fast-moving team

Preferred Extras:

• Flexibility for evenings, weekends, holidays, and overnight shifts

• Bilingual (English/French) is a vibe bonus

• Natural leader with top-notch problem solving and guest resolution skills

• Positive energy, strong communication and a commitment to guest satisfaction

Physical Requirements:

• Can stay on your feet, hustle, and keep things moving through long shifts

WHAT YOU'LL DO:

Lead with Energy:

• Be the anchor at the front desk – ensuring service is always upbeat, efficient, and guest first

• Oversee guest check-in/out, solve surprises, and make every interaction memorable

• Tackle guest requests, issues, and feedback with a calm, can-do spirit

Crew Leadership & Training

• Mentor and inspire front desk agents and night auditors

• Lead fun, purposeful training sessions to keep service standards on point

• Build a crew that's confident, motivated, and totally guest-obsessed

Operations and Performance:

• Keep an eye on room rates, occupancy, and front office revenue targets

• Ensure accuracy with billing, payments, and reporting – money matters count

• Help build budgets, forecast, and support cost control

• Familiar with Marriott brand GSS, BSA and GXP

• Follow company standards, policies and procedures

Safety & Brand Integrity:

• Ensure front office is always safe and secure

• Set the pace for Marriott standards and the unforgettable attitude only Moxy brings

• Handle guest security, room keys, and incident reports like a pro

Cross-Crew Collaboration:

• Work shoulder to shoulder with housekeeping, F&B, and maintenance for a seamless guest experience.

• Join daily huddles, drop knowledge, and help the whole team win.

WHY YOU'LL LOVE IT HERE:

• Energetic crew, real opportunity, and plenty of Marriott perks

• Spaces where style matters, individuality shines, and the unexpected is always welcome

• Your front office is the heart of our Ottawa hospitality scene – make it bold and unforgettable

At Moxy Ottawa Downtown, leadership is about more than running the desk—it's about building a team, curating the vibe, and helping every guest live bold. If you're all-in on "work hard, play hard" and ready to lead with confidence, we want to meet you.

* Our organization is an employer aware of professional fairness and committed to recruiting a diverse workforce and maintaining an inclusive culture. The use of the masculine is used for the purpose of lightening the text. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other basis protected by provincial or federal laws.

Job Types: Full-time, Permanent

Pay: $60,000.00 per year

Benefits:

• Dental care
• Flexible schedule
• Life insurance
• Paid time off

Language:

• English (required)

Work Location: In person