Position Overview
The Guest Services Manager is responsible for leading the day-to-day operations of the hotel’s Front Desk and Guest Services team while ensuring every guest receives a welcoming, professional, and consistent experience. This role provides hands-on leadership, supports the Front Desk team, resolves guest concerns, and helps maintain high standards for service, cleanliness, safety, and operational efficiency.
The ideal candidate is a confident and approachable leader who enjoys working with people, can remain calm under pressure, and takes pride in creating exceptional guest experiences.
Guest Experience & Service
- Welcome guests and ensure a warm, professional arrival and departure experience.
- Monitor guest satisfaction and proactively address concerns before they escalate.
- Handle escalated guest complaints and service recovery situations professionally and fairly.
- Follow up with guests when appropriate to ensure concerns have been resolved.
- Maintain a strong understanding of DoubleTree by Hilton service standards and ensure the team consistently delivers them.
- Monitor online guest reviews and identify opportunities to improve the guest experience.
- Create a positive, welcoming atmosphere throughout the Front Desk and lobby areas.
Front Desk Operations
- Oversee daily Front Desk operations, including check-ins, check-outs, reservations, room assignments, billing, payments, and guest requests.
- Ensure Front Desk procedures are followed accurately and consistently.
- Monitor arrivals, departures, VIPs, groups, special requests, and other important daily operational information.
- Assist with room inventory management and coordinate with Housekeeping regarding room status.
- Ensure cash handling, credit card procedures, and end-of-day processes are completed accurately.
- Assist with resolving reservation discrepancies, billing issues, and other guest account concerns.
- Maintain accurate records and ensure all required documentation is completed.
Team Leadership
- Lead, coach, train, and support Front Desk and Guest Services team members.
- Set clear expectations for service, professionalism, appearance, attendance, and performance.
- Conduct regular coaching and provide constructive feedback to team members.
- Assist with onboarding and training new employees.
- Prepare or assist with staff schedules to ensure appropriate Front Desk coverage.
- Recognize strong employee performance and help build a positive team culture.
- Address performance or attendance issues in accordance with company policies.
Communication & Coordination
- Maintain effective communication between Front Desk, Housekeeping, Maintenance, Management, and other hotel departments.
- Communicate important guest information and operational issues to the appropriate team members.
- Ensure shift-to-shift handovers are thorough and accurate.
- Escalate significant guest, staffing, maintenance, or operational issues to the General Manager or appropriate member of management.
Hotel Standards & Compliance
- Ensure the Front Desk and lobby consistently meet DoubleTree by Hilton brand standards.
- Promote Hilton Honors enrollment and ensure guests receive appropriate information about the program.
- Follow all company policies, Hilton standards, health and safety requirements, and applicable employment regulations.
- Maintain guest confidentiality and protect personal and payment information.
- Report maintenance, safety, security, or other property concerns promptly.
Leadership Expectations
The Guest Services Manager is expected to lead by example and be highly visible and accessible to both guests and employees. The successful candidate will:
- Demonstrate a strong commitment to guest satisfaction.
- Remain professional and composed during difficult situations.
- Take ownership of problems and follow them through to resolution.
- Hold team members accountable while maintaining a supportive work environment.
- Communicate clearly and respectfully.
- Be comfortable making decisions independently when management is not immediately available.
- Look for ways to improve hotel operations and the guest experience.
Qualifications & Experience
- Previous experience in hotel Front Desk or Guest Services operations.
- Previous supervisory or leadership experience preferred.
- Experience with a branded hotel, particularly Hilton, is an asset.
- Strong customer service and communication skills.
- Excellent organizational and problem-solving abilities.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong computer skills and the ability to learn hotel operating systems.
- Availability to work a flexible schedule, including evenings, weekends, and holidays as required.
- Ability to work independently and as part of a team.
What We Offer
- Competitive compensation.
- Opportunities for professional growth and advancement.
- Hilton employee travel benefits and discounts.
- A supportive and team-oriented work environment.
- The opportunity to play a key leadership role in the guest experience and success of the hotel.
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Dental care
- Extended health care
- Vision care
Ability to commute/relocate:
- Kelowna, BC V1X 4J2: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
