GUEST SERVICES MANAGER (GSM)

Welcome to the Marriott Ottawa!

At the Marriott Ottawa, we believe great hospitality starts with great people. Our employees are at the heart of what we do, and we’re committed to creating a workplace where people can build their careers, develop their skills, and take pride in their work.

Whether you’re starting your hospitality career or bringing years of experience, you’ll have the opportunity to work with a passionate team, make a difference for our guests, and be part of a hotel that is proud to be part of the Ottawa community.

“Wonderful Hospitality. Always.” is more than our promise to guests, it reflects how we work together. We value respect, collaboration, accountability, and a genuine commitment to exceptional service.

About Manga Hotels

The Ottawa Marriott Hotel is owned and operated by Manga Hotels, a growing Canadian hospitality company with a portfolio of 35 hotels and more than 6,500 rooms across Canada and the United States, along with food and beverage outlets and residential properties.

As Manga continues to grow, so do opportunities for talented people to grow with us.

About the Ottawa Marriott

Located steps from Parliament Hill in the heart of Canada’s capital, the Ottawa Marriott Hotel has been part of the Ottawa community for decades. With 496 guestrooms and more than 36,000 square feet of meeting and event space, our hotel welcomes guests for business, leisure, conferences, celebrations, and more.

Looking for more than just a job? Join a team where you can grow, contribute, and make a difference.

YOUR RESPONSIBILITIES MAY INCLUDE:

- Be present and visible at the front desk area to provide support, supervision, and assistance to the Front Desk, Bell Desk/Valet, AYS (At Your Service), and M-Club teams.
- Consistently deliver Wonderful Service to exceed guest expectations and foster loyalty toward the Marriott Ottawa brand.
- Manage the daily arrival and departure process by reviewing hotel occupancy, VIP lists, GXP reports, and Marriott Bonvoy member information. Personally greet VIP and priority guests as required.
- Conduct regular tours of the main floor to ensure cleanliness,



proper furniture placement, and an engaging atmosphere. Report or address any deficiencies promptly and document follow-up actions in the MOD report.
- Take full ownership of guest and associate (Host) needs, requests, and issues, ensuring timely and satisfactory resolution.
- Review the daily Operations Log and follow up on all guest-related concerns, utilizing the Marriott L.E.A.R.N. process to ensure complete guest satisfaction.
- Foster a proactive service culture where all associates are empowered to deliver immediate, anticipatory service to guests.
- Actively seek feedback from guests and associates to identify opportunities for improvement, supporting enhanced Guest Voice and GSS results.
- Monitor and respond promptly to guest inquiries, comments, and feedback· Communicate effectively and consistently with all departments to emphasize the importance of guest satisfaction and ensure cohesive service delivery.
- Promote a secure and healthy workplace by leading through example, reporting hazards promptly, and maintaining hotel safety standards.
- Ensure Rooms Division service standards meet or exceed brand expectations at all times.
- Conduct pre-shift meetings, including providing daily standup facilitation to reinforce the importance of creating exceptional guest experiences.
- Maintain a strong, visible presence in the lobby and public areas to engage with guests and associates, ensuring a warm and genuine welcome for every visitor.
- Develop a comprehensive understanding of all hotel products, services, and amenities to effectively assist guests and support team members.
- Assist in developing, interpreting, and implementing hotel policies, standard operating procedures, training materials, work schedules, and departmental guidelines.




- Maintain thorough knowledge of all emergency and crisis management procedures to ensure guest and associate safety at all times.
- Perform other reasonable duties as required by management.

What Are We Looking For?

Education & Experience

- Diploma or Certificate in Hotel Management preferred.
- Progressive supervisory experience preferred.
- Progressive experience as a Guest Service Agent.
- Excellent knowledge of Front Office and Outlet operations.
- Knowledge of “The Power of M” (Asset).
- Excellent knowledge of Front Office software (FSPMS or Stay PMS), GXP and MICRO’s (F&B; - POS).
- Proficiency in both official languages (English & French).
- Previous hospitality or customer service experience is an asset.

Skills & Abilities

- Able to engage in conversations with guests.
- Must be able to work in a fast-paced environment with the ability to multi-task.
- Able to work independently and under-pressure with little supervision at times.
- Excellent customer service and communication skills· Professional, positive, and team-oriented approach.
- Strong attention to detail and organizational skills· Ability to work effectively in a fast-paced environment· Ability to prioritize and manage multiple tasks.
- Flexible availability, including evenings, weekends, overnights and holidays, as required.
- Ability to work independently while contributing to a strong team environment.

Job Types: Permanent, Full-time

Pay: $64,500.00-$67,275.00 per year

Benefits:

- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- This role requires the candidate to work a variety of shifts including evenings, nights, weekends and days on-site in downtown Ottawa. Do you have reliable transportation that will allow you to meet this requirement?

Experience:

- Guest Services Manager: 1 year (required)

Work Location: In person

📌 Guest Services Manager (Ottawa)
🏢 Marriott Ottawa
📍 Ottawa