Job Description
Posted Thursday, July 2, 2026 at 4:00 AM

Company Description
The Canadian Niagara Hotels Group of Companies is one of Canada’s largest, most successful, and diversified entertainment and hospitality organizations. With over 3,500 talented professionals across our business units, we offer a distinctive collection of world‑renowned hotels, restaurant brands, cafes and retail, situated just steps from the iconic Niagara Falls. Our portfolio includes internationally recognized hotel brands such as Marriott, Sheraton, and The Brock – Tapestry by Hilton, along with premier dining destinations including Massimo’s Italian, Fallsview Restaurant, Prime Steakhouse, Morton’s Grille, Milestones Grill + Bar, Hard Rock Café, Rainforest Café, as well as popular retail and café experiences such as Starbucks and Hershey. Paired with a wide selection of modern amenities that include multiple event and meeting spaces, full service spas, fitness centres, rooftop pool/indoor pools, indoor waterpark, and an entertaining arcade, our property locations are unparalleled.

Job Summary
Reporting to the Director of Front Office, the Guest Service Manager is responsible for leading the Front Desk and Guest Services team to deliver exceptional guest experiences. This role ensures all team members consistently exceed guest expectations, maximize revenue opportunities, and uphold company standards, while maintaining a positive and productive work workplace.

Key Responsibilities

Lead, supervise, and support Front Office and Guest Services team members to ensure exceptional service delivery

Oversee recruitment, hiring, onboarding, training, scheduling, and performance management of Guest Service staff

Coach, mentor, and develop team members to achieve individual and departmental goals

Ensure all front office procedures are followed, including cash handling, billing accuracy, and operational standards

Monitor and complete inventory checks, departmental audits, and operational reports

Oversee guest check‑ins/outs,



including VIPs, groups, and special arrivals; act as liaison with Sales and Reservations

Resolve guest concerns, complaints, service recovery situations, and authorize rate adjustments when required

Ensure all transactions, postings, and financial controls are accurate and compliant

Coordinate daily operations with Housekeeping and other departments to ensure seamless guest experiences

Analyze and distribute daily, weekly, and monthly occupancy and performance reports

Manage room inventory, including blocking for group and transient business

Champion brand standards, guest satisfaction scores, upselling initiatives, and colleague engagement metrics

Lead by example in promoting hotel services, amenities, and cross‑functional offerings across the property

Ensure compliance with health & safety standards and actively promote a safe work environment

Respond to and lead emergency situations (fire alarms, medical incidents, security concerns) in accordance with procedures

Identify opportunities to enhance guest satisfaction, streamline operations, and improve overall service delivery

Perform other duties as assigned

Qualifications

Proven leadership experience in Front Office or Guest Services within a hotel environment

Strong commitment to delivering exceptional guest experiences and leading by example

Demonstrated ability to lead, motivate, and develop a large team in a fast‑paced environment

Excellent communication, interpersonal, and conflict resolution skills

Ability to remain composed and professional while managing multiple priorities and high guest volumes





Strong organizational skills with a sense of urgency and attention to detail

Ability to influence decision‑making and resolve issues effectively and diplomatically

Demonstrated commitment to maintaining a safe, compliant, and service‑focused workplace

Ability to train and guide staff to deliver consistent, high‑quality guest experiences and drive revenue opportunities

Strong understanding of hotel operations, including rooms division and front office systems

Post‑secondary education in Hospitality or related field, or equivalent experience

Flexible availability, including days, evenings, weekends, and holidays

Experience with Property Management Systems (e.g., Marriott, Hilton, Light Speed) is considered an asset

Benefits We Offer Our Associates

Comprehensive Health & Medical Coverage: Includes prescription drugs, dental coverage, life and AD&D;, paramedical, extended health care, out‑of‑country emergency travel insurance and assistance, among other benefits.

Career Growth & Development: Opportunities for qualified growth and development through cross‑training in various roles across multiple business properties.

Associate Hotel and Dining Discounts: Enjoy friends & family hotel rooms and dining discounts at world‑renowned hotels, available only at properties operating under a brand name.

Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.

Convenient Parking: Complimentary or reduced‑rate parking, based on the specific location.

Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.

We are committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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📌 FOH Rooms - Guest Services Manager (Ontario)
🏢 Canadian Niagara Hotels Group
📍 Ontario