Position Overview The Guest Services Manager leads the Front Desk operation and is accountable for a warm, polished and memorable guest experience from pre arrival through departure and post stay follow up. This is a highly visible, hands on leadership role that develops the Guest Services team and coordinates closely with Housekeeping, Maintenance, Reservations, Sales, Events and Food and Beverage.

Key Responsibilities

Guest Experience

● Act as a visible and welcoming presence in the lobby and throughout the hotel.

● Ensure every guest receives attentive, personalized and professional service.

● Oversee arrivals, departures, room assignments, special requests and VIP experiences.

● Anticipate guest needs and identify opportunities to personalize and enhance each stay.

● Manage guest concerns and service recovery with professionalism, empathy and sound judgment.

● Follow up on guest feedback and ensure issues are documented, communicated and resolved.

● Monitor online reviews and satisfaction trends and address recurring concerns with the management team.

● Promote the hotel's dining, entertainment, seasonal programming and marketplace experiences.

Front Desk Leadership

● Lead, coach and support Front Desk and Guest Services team members.

● Assist with recruitment, onboarding, training and ongoing performance development.

● Establish clear service standards, operating procedures and daily expectations.

● Conduct team briefings covering hotel activities, group arrivals, special events and operational updates.

● Prepare Front Desk schedules according to business levels and approved labour targets.

● Ensure appropriate management coverage during peak periods, weekends,



holidays and special events.

● Address performance or conduct concerns promptly and professionally.

Rooms and Daily Operations

● Oversee reservations, registration, room assignments, guest accounts, payment processing and departures.

● Review daily occupancy, arrivals, departures, special requests, packages and group requirements.

● Coordinate with Housekeeping and Maintenance so rooms are clean, inspected and available on time.

● Complete regular guest room and public area inspections and follow through on concerns.

● Support room inventory management and resolve overselling, relocation or room status issues.

● Ensure parking, key control, cash handling, deposits, refunds and billing procedures are followed accurately.

● Maintain complete shift reports, incident reports and management logs.

● Participate in the Manager on Duty rotation and respond to emergencies or after hours matters when required.

Interdepartmental Coordination

● Work with Housekeeping, Maintenance, Food and Beverage, Sales and Events to deliver a seamless stay.

● Coordinate amenities, celebrations, group arrivals, special occasions and VIP arrangements.

● Ensure Front Desk employees can confidently explain current packages, restaurant offerings and seasonal experiences.

● Support group,



wedding and event operations through accurate room block, arrival and billing communication.

● Participate in management meetings and contribute to operational planning and continuous improvement.

Financial and Administrative Responsibilities

● Monitor Front Desk labour, overtime and departmental expenses.

● Review daily transactions, payment variances, adjustments, refunds and outstanding guest accounts.

● Ensure rate, package and billing information is entered and communicated correctly.

● Support revenue opportunities through room upgrades, extended stays, dining reservations and other hotel experiences.

● Assist with departmental budgeting, forecasting and performance reporting.

● Maintain accurate records while protecting guest privacy and confidential information.

Safety and Security

● Ensure the team understands emergency, fire, evacuation, first aid and security procedures.

● Respond appropriately to guest incidents, medical concerns, alarms and security matters.

● Document incidents thoroughly and communicate them to senior management.

● Help maintain a safe, secure and welcoming environment for guests and employees.

● Ensure compliance with hotel policies and applicable workplace, accessibility, health and safety requirements.

Please note: Only selected candidates will be contacted.

Pay: $20.00-$28.78 per hour

Expected hours: 40.0 – 45.0 per week

Benefits

- Dental care
- Discounted or free food
- Extended health care
- Versatile schedule
- Life insurance
- On-site parking
- Paid time off
- Store discount

Work Location: In person

📌 Guest Services Manager (Niagara Falls)
🏢 Old Stone Inn Boutique Hotel
📍 Niagara Falls