Guest Services Manager

Venture into a new era of hospitality! As we prepare to transform into a premium-class hotel under an exciting new global brand within the IHG portfolio, we are seeking passionate, service-driven professionals who embrace both creativity and the timeless principles of hospitality. Our future brand will be the first of its kind in Canada, setting new standards in innovation and guest experience.

Opportunities like this do not come often. At this pivotal moment, we invite individuals who are not just looking for a job but a meaningful role in shaping something extraordinary. If you thrive on delivering exceptional service and want to be part of a groundbreaking hospitality journey, we would love to hear from you.

Come be a part of something truly remarkable! During this transition period, we operate as Niagara Fallsview Hotel & Suites — a family-friendly hotel within the IHG network.

Outstanding experiences start with outstanding people. Join us in redefining hospitality and making history as part of an cutting-edge, world-class brand.

You will fit in well if you are an experienced hospitality professional who enjoys leading teams, solving problems, improving operations, and being actively involved in the daily success of the hotel.

The Opportunity

Reporting to the General Manager, the Guest Services Manager will oversee the daily performance of the Front Desk and Valet teams while supporting broader hotel operations. This role combines hands-on guest service leadership with operational, administrative, and financial responsibilities.

Key Responsibilities

- Lead, coach, schedule, and support Front Desk and Valet team members.
- Ensure smooth and efficient check-in,



check-out, reservation, billing, cash-handling, and valet operations.
- Maintain a visible presence in the lobby and assist with guest inquiries, complaints, and service recovery.
- Train and onboard new team members and reinforce brand, service, safety, and company standards.
- Monitor team performance, labour coverage, productivity, and operating expenses.
- Review reports, shift checklists, guest records, deposits, and front office procedures for accuracy.
- Work closely with Housekeeping, Maintenance, Sales, and other departments to resolve operational concerns.
- Support the General Manager with employee relations, performance management, emergency preparedness, and hotel-wide initiatives.
- Identify opportunities to improve guest satisfaction, operational efficiency, and team engagement.
- Assist with achieving hotel revenue, quality, profitability, and brand performance goals.

What You Bring

- Three or more years of hotel operations or front office experience, including supervisory or management responsibilities.
- Strong leadership, communication, organizational, and decision-making skills.
- A genuine passion for hospitality and creating memorable guest experiences.
- Confidence handling escalated guest concerns in a calm and professional manner.




- Experience with hotel property management systems; Opera experience is an asset.
- Proficiency in Microsoft Office and operational reporting.
- Sound financial awareness, including labour management, cash controls, and expense monitoring.
- Ability to work flexible hours, including evenings, weekends, holidays, and on-call periods.

Why Join Us? This role offers the opportunity to make a meaningful impact on guest satisfaction, team development, and hotel performance. You will join a collaborative environment where initiative, leadership, creativity, and service excellence are recognized and valued.

The salary range for this position is $50,000 to $60,000 per year, depending on experience.

This is also an excellent opportunity for an ambitious hospitality professional who is ready to grow, expand their leadership experience, and progress into more senior positions over time.

Niagara Fallsview Hotel & Suites is committed to providing an inclusive, accessible, and respectful workplace. Accommodation is available throughout the recruitment process upon request.

This is an active job posting.

Niagara Fallsview Hotel & Suites, is committed to maintaining an inclusive, accessible, and diverse work environment. Reasonable accommodation is available for applicants with disabilities throughout the recruitment process in accordance with the AODA and the Ontario Human Rights Code. If you require accommodation at any stage, please let us know.

Pay: $50,000.00-$60,000.00 per year

Benefits

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care

Work Location: In person

📌 Guest Services Manager (Niagara Falls)
🏢 Sudbury Regent Street Inc (Niagara Fallsview Hotel u0026 Suites)
📍 Niagara Falls