Guest Services Manager

POSITION: Guest Service Manager

STATUS/LENGTH: Permanent Full-Time

REPORTS TO: General Manager

SALARY: Starting from $52,000 annual salary (based on experience) + bonuses

START DATE: January 02nd, 2026

SUMMARY OF DUTIES:

Reporting to the General Manager, the Guest Services Manager oversees all front-of-house operations, including managing staff, ensuring high guest satisfaction, and optimizing revenue. Key responsibilities include handling guest check-ins and check-outs, managing reservations, training and supervising front desk staff, scheduling, and coordinating with other hotel departments to ensure a smooth and positive guest experience.

Key responsibilities

· Guest service: Manage all aspects of guest transactions and provide high-level customer service, including handling inquiries, complaints, and requests efficiently.

· Staff management: Supervise, train, and schedule front desk agents, night auditors, and bell staff to ensure they provide excellent service and follow hotel procedures.

· Revenue management: Drive revenue through sales, upselling, and managing room reservations and rates to optimize occupancy and profitability.

· Operations management: Ensure all front office operations run smoothly, from check-in to check-out. This includes maintaining the cleanliness of the front desk area and ensuring accurate financial transactions and record-keeping.

· Interdepartmental coordination: Act as a liaison between the front desk and other departments, such as housekeeping and food and beverage, to ensure guest needs are met effectively.

· Reporting and analysis: Prepare daily reports, analyze data, and implement improvements to enhance efficiency and guest satisfaction.

· Problem-solving: Handle and resolve guest complaints and operational issues, often while acting as a highly visible manager on the floor during peak times.

Qualifications and skills

· Leadership and communication: Excellent communication, leadership, and interpersonal skills are crucial for managing staff and interacting with a diverse range of guests.

· Operational knowledge: A strong understanding of front office systems, procedures, and administrative tasks, including cash handling and billing, is required.

· Flexibility: The ability to work various shifts, including mornings, evenings, nights, weekends, and holidays, is often necessary.

· Experience: Previous management experience, Hotel Opening Experience, preferably in a hotel, hospitality, or tourism environment.

· Physical ability: May involve being on your feet for long periods, as well as the ability to lift and carry up to 20 pounds.

· Systems: Strong previous knowledge of Marriott Systems an asset.

· Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)

· Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained

· Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts

· Familiarity and working knowledge of local area, the City of Victoria and Town of Sidney and the surrounding area is an asset

· Flexible – able to work weekends, evenings, and some holidays

· Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset

Terms

Applicants must have a valid driver's license and/or dependable transportation to report to work

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list and will be provided upon hiring and/or assigned by the associate during employment.

TownePlace Suites by Marriott Victoria Airport Sidney is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

**TOWNEPLACE SUITES BY MARRIOTT

VICTORIA AIRPORT SIDNEY

9785 Stirling Way
• Sidney
• BC
• V8L 1W7**