About the Role
The Guest Service Manager is responsible for leading the front desk and guest service operations to deliver exceptional hospitality, resolve guest concerns, manage daily procedures, and support the overall success of the hotel. This role requires strong leadership, communication skills, and a passion for guest satisfaction.
Key Responsibilities
- Oversee daily front desk operations, ensuring consistent delivery of brand service standards.
- Train, supervise, and coach Guest Service Agents and Night Auditors.
- Handle escalated guest concerns and service recovery with professionalism and care.
- Monitor staffing levels, create schedules, and manage payroll for the department.
- Maintain accurate records, reports, and financial transactions in PMS (e.g., OnQ, Opera).
- Coordinate closely with Housekeeping, Maintenance, and Sales to ensure seamless operations.
- Ensure compliance with hotel policies, safety standards, and brand procedures.
- Manage guest billing inquiries, check-ins/outs, and operational issues.
- Lead by example to create a positive, service-driven work environment.
- Support onboarding and training of new team members.
- Assist with revenue management initiatives such as upselling programs and rate controls.
Required Qualifications
- Minimum 2–3 years of front desk or guest services experience in a hotel environment.
- Minimum 1 year of supervisory or leadership experience.
- Strong knowledge of hotel operations and PMS systems (OnQ, Opera, or similar).
- Excellent communication, problem-solving, and organizational skills.
- Ability to work a flexible schedule: days, evenings, weekends, and holidays as required.
- Proven ability to manage difficult situations and resolve guest complaints effectively.
- Strong understanding of cash handling and financial procedures.
- Ability to multitask in a fast-paced environment with high attention to detail.
- Legally eligible to work in Canada.
Preferred Qualifications (Asset)
- Experience with Hilton brands (Homewood Suites, Hampton, Hilton Garden Inn, etc.) or other major hotel chains.
- Certification in Hospitality Management or related field.
- Experience managing teams in a unionized or high-volume hotel environment.
- First Aid / CPR certification.
- Additional languages an asset.
Other responsibilities and qualifications to be provided during the interview process.
CANDIDATE MUST BE AVAILABLE TO WORK ALL SHIFTS 7AM-3PM, 3PM-11PM, 11PM-7AM AS NEEDED HOWEVER PRIMARY SHIFTS WILL BE 3PM-11PM/5PM-2AM
MUST BE AVAILABLE TO WORK MOST WEEKENDS AND HOLIDAYS.
CANDIDATE MUST RESIDE IN NORTH BAY
Join our team to create memorable experiences for our guests!
Job Type: Full-time
Pay: From $46,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
- Store discount
- Vision care
Ability to commute/relocate:
- North Bay, ON P1B 2T3: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 5 years (required)
- Hotel Management: 5 years (required)
Work Location: In person
