The Job
As the Manager on Duty, you'll be the leader at the heart of our hotel's daily operations, ensuring every guest enjoys an exceptional experience and every department works together seamlessly. In the absence of the General Manager, you'll provide leadership and support across all hotel operations, empowering teams to deliver outstanding service, uphold brand standards, and create a welcoming environment for guests and colleagues alike. Through your leadership, sound decision-making, and commitment to operational excellence, you'll help ensure our hotel consistently exceeds guest expectations while maintaining a safe, efficient, and positive workplace.
*This position is being posted to fill a current vacancy in our organization.
What You'll Do
- Work collaboratively with all departments to ensure smooth operations, hotel standards are adhered to, emergency situations are handled properly, and ensure guests needs are consistently being met or exceeded
- Manage and resolve all Guest complaints or concerns promptly and effectively with the goal of 100% guest satisfaction
- Support the hotel team by assisting any department as required to ensure uninterrupted service to our guests (i.e. guest check-in, guestroom deliveries, restaurant, banquets, parking garage, bell services, etc.)
- Address and correct employee performance and behaviour concerns in the absence of the Department Head Manager
- Be present in the hotel lobby and other public areas, particularly during busy times, to greet and engage with all guests and assist with inquiries, requests, baggage, and generally making them feel welcome
- Conduct property walks and perimeter checks, including parking garage, to ensure safety and security of the hotel, our guests and employees, and ensure the property is clean and presentable at all times (i.e. light bulbs working, garbage removed, room service trays picked up, etc.)
- Stay current with all hotel offerings, services, policies and procedures, hotel and local events/activities
- Work closely with Guest Services Manager to monitor Guest satisfaction reports and implement actions to improve results
- Complete daily MOD report detailing any issues and resolutions and forward to the management team for review
- Create and maintain a collaborative, respectful working environment where staff are respectful, supportive, provided the proper tools/training to do their jobs, and treated fairly
- Coordinate procedures and systems to ensure hotel policies and practices are administered on a consistent and equitable basis
- Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
- Oversee and participate in the recruitment and onboarding process to ensure service levels are maintained using an inclusive hiring approach and in compliance with provisions in the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA) and any other applicable legislation.
- Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent
The above areas of responsibility are not all inclusive and may be amended from time to time.
Who We're Looking For
- Minimum 2 years of progressive leadership or supervisory experience in a hotel, hospitality, or customer service environment.
- Strong understanding of hotel operations, including Front Office, Housekeeping, Food & Beverage, and Guest Services.
- Demonstrated ability to lead multiple departments, prioritize competing demands, and make sound operational decisions in a fast-paced environment.
- Passion for delivering exceptional guest experiences with the ability to anticipate guest needs, resolve concerns professionally, and create memorable experiences.
- Proven leadership skills with the ability to coach, motivate, and support employees while fostering a positive, respectful, and inclusive workplace culture.
- Excellent communication, interpersonal, and conflict resolution skills with the ability to build positive relationships with guests, colleagues, and leaders.
- Strong problem-solving, critical thinking, and decision-making abilities with confidence to act independently when required.
- Experience addressing employee performance concerns and providing coaching and day-to-day leadership.
- Proficiency with Microsoft Office (Word, Excel, Outlook); experience with hotel Property Management Systems (PMS) is considered an asset.
- Must be available to work a flexible schedule, including days, evenings, weekends, holidays, and overnight shifts as operationally required.
- Ability to walk the property for extended periods and perform the physical demands associated with hotel operations.
Why Join Us?
- Starting annual salary begins at $52,000
- Join a supportive team that values your skills, dedication, and growth.
- Advance your career through hands-on experience and clear development opportunities.
- Be part of a reputable hotel known for delivering exceptional guest service and quality.
- Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
- Create meaningful, memorable experiences for guests from all over the world.
At Delta Hotels by Marriott Kingston Waterfront, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special!
Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.
Working for our Delta Hotels by Marriott Kingston Waterfront property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!
We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.
We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.
We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.
Pay: From $52,000.00 per year
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
