JOB DESCRIPTION:

POSITION: Guest Services Manager

REPORTING TO: General Manager - Quality Inn Airport Dieppe

TERMS OF EMPLOYMENT: Permanent - Full Time

LOCATION: Dieppe, NB

MISSION:

To develop, encourage and lead a team of employees who demonstrate excellence in guest service which ensures repeat visits through providing courteous and efficient reception, information, cashiering and reservation services which will exceed our guest’s expectations.

POSITION SUMMARY:

Quality Inn Airport Dieppe is seeking a Full Time Guest Services Manager. The Guest Services Manager is responsible to develop, encourage and support a team of employees who demonstrate excellence in guest service, which ensures repeat visits through providing courteous and efficient reception, information and reservation services which will exceed our guest’s expectations. The ideal candidate will have a passion for the hospitality industry and naturally takes the extra step to ensure a memorable experience for both guests and staff.

DUTIES & RESPONSIBILITIES:

- Welcome all hotel guests in a professional, courteous and hospitable manner, providing exceptional guest service levels all in accordance with Quality Inn Airport Dieppe and hotel standards.
- When required; ensure the safety and security of our hotel guests, employees and hotel assets through regular and thorough security surveillance which would take the form of hotel patrols, verification of locked entrances, lighting, communication and reporting and pro-actively utilizing the services of Moncton RCMP when deemed necessary.
- Ensure a thorough knowledge of the facilities and features of Quality Inn Airport Dieppe, as well as having a broad knowledge of other Choice Hotels operations and those operations of the hotel, so as to provide information in a sales-conscious manner in response to inquiries received through a variety of channels, satisfying any informational inquiries.
- Ensure a thorough knowledge of the region including but not limited to various restaurants, shopping, tourist attractions, transportation services, emergency facilities, etc… in an effort to best provide exceptional guest services.
- Take immediate and positive action within the guidelines provided in the event of emergency alarms or situations of any nature.
- Act as the first point of contact for guests, as an ambassador of the hotel.
- Greet and check in guests in an efficient and professional manner, following hotel standards, while multitasking and answering phones and directing calls to the requested extension.
- Address guest concerns and resolve minor issues in a positive and helpful manner and take prompt, corrective action where necessary.
- Build, train, coach, guide, reward and recognize, manage, schedule and discipline a team of professionals at the front desk who will live by the Quality Inn Airport Dieppe and Choice Hotels sets of values and principle work ethics in order to consistently deliver to our guests, an experience that will exceed their expectations.




- Maintain a process by which the front office staff will collect and receive payments and check guests in or out of the hotel in a courteous and efficient manner in accordance with the Guest Credit Policy.
- Maintain an efficient method of communicating important information for special amenity requirements, in-house or arriving guest requests including priority cleaning assignments, maintenance issues, breakfast matters, changes in room statuses, lost and found inquiries, sick calls, etc… to the appropriate department(s).
- Train the team on the Quality Inn Airport Dieppe and Choice Hotels standards in an effort to ensure that we exceed the guest’s expectations and build loyalty to the hotel and the brand.
- Train and coach the team to maximize room revenue opportunity; through active up-selling of room types and room rates when accepting reservations and upon arrival.
- Train and coach the team to accept, confirm, modify or cancel room reservations and communicate any future booking details or discrepancies to appropriate management personnel.
- Ensure a thorough knowledge of the facilities and features of Quality Inn Airport Dieppe, as well as having a broad knowledge of the other operations of Choice Hotels, so as to provide information in a sales-conscious manner in response to inquiries received through a variety of channels, satisfying any informational inquiries.
- Ensure necessary operating supplies for the front desk are re-ordered so as not to sacrifice guest service and the effective and efficient operation of the front desk.
- Ensure that the front office team completes and balances at the end of each shift, all transactions performed through hotel computer system as well as maintain accurate and efficient filing system.
- Overview accounts receivable invoicing and ensure payments on accounts are posted on a regular basis.
- Prepare weekly management forecast reports to assist in the maximizing of revenue management and to take an active lead in rate and inventory strategies, utilizing various software programs and to actively participate in all meetings pertaining to revenue strategy and goal setting.
- Overview payroll and human resources personnel files and prepare payroll submissions to head office on a regular basis.
- Overview the operation of the Snack Shop with regards to pricing, stocking and inventory.
- Prepare weekly and monthly courier packages for submission to corporate office.
- Ensure all on-line training requirements, as outlined by Quality Inn Airport Dieppe and Choice Hotel standards, is completed, practiced and utilized to ensure the most effective operation of the business.




- Demonstrate initiative in decision-making with the aim of maximizing guest service, ensuring guest and employee safety and safeguarding of hotel facilities and to respond to all guest service related issues, directly, through social media, TripAdvisor or other appropriate avenues.
- Actively participate in regular hotel inspections, including public areas, room inspections, exterior walk-arounds, back of house, etc… in an effort to ensure the quality of cleanliness and repair is ever present throughout the hotel.
- Participate in client events, receptions, industry meetings or conferences to continually promote the hotel.
- Continually monitor front office expenses, including labour costs, to ensure that the department is operating cost effectively.
- Prepare reports, forecasts or budgets as requested pertaining to the day to day operations of the front office.
- Participate in the rotational schedule for weekend manager on duty.
- Execute all reasonable additional duties and assignments as determined by Senior Management.

JOB QUALIFICATIONS & REQUIREMENTS:

- 2 years of hotel experience / Hospitality Management Program (Preferred)
- Fluent in English and French (Bilingualism considered an asset)
- Able to work a variety of shifts
- Able to work in a fast paced and multitasking setting
- Excellent intrapersonal, communication and leadership skills
- Superior problem solving and multi-tasking skills
- Friendly and enthusiastic
- Keen eye for detail
- Accounting knowledge
- Strong keyboard and computer skills
- Courteous telephone manners
- Able to work effectively in a fast-paced environment with minimal supervision

ELIGIBILITY & PROCESS FOR CURRENT EMPLOYEES:

· Employees are eligible to apply these positions after six (6) months of service in their current role. Exceptions may be made with current manager and GM approval.

· To allow for planning, interested employees must advise their current manager of their intentions to apply for a new/different position.

· Please include a cover letter with your resume indicating which position(s) you are interested in and why you think you may be the ideal candidate.

HOW TO APPLY:

Qualified applicants are encouraged to apply by emailing [email protected] prior to November 10th 2026. Please include your CV and a Cover Letter that clearly demonstrates how you meet the criteria outlined above.

We thank all interested applicants; however, only those candidates being considered for an interview will be contacted.

Summation: All qualified applicants are encouraged to apply.

Submission of a resume does not guarantee an interview.

Pay: $40,000.00 per year

Advantages:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care

Experience:

- Hotel management: 2 years (required)

Language:

- English (required)
- French (required)

Location:

- Dieppe, NB E1A 8H4 (required)

Work Location: In person

📌 Guest Service Manager (Dieppe)
🏢 Quality Inn Airport
📍 Dieppe