Company Description: The Marriott Fallsview Niagara Falls Hotel & Spa enjoys the enviable distinction as being the closest hotel to Niagara Falls. As the area's premiere luxury hotel in Niagara Falls, this Marriott Niagara Falls Hotel overlooks the majestic waterfalls and is located just minutes away from a variety of exciting attractions and casinos, as well as the Niagara Falls Convention Centre.

We’re seeking a poised, perceptive, and experienced

Director of Guest Services

to join the leadership team at

Marriott Fallsview Hotel & Spa .

This highly visible role oversees our

Front Office, Valet, and Bell operations

and plays a pivotal role in shaping the guest journey from arrival through departure. We believe the front of the hotel is more than an operation—it is our stage, our command center, and often the first promise of hospitality we deliver.

As

Director of Guest Services , you will inspire, support, and develop high‑performing teams while fostering a culture of genuine hospitality, accountability, and service excellence. You will be responsible for driving guest satisfaction, operational performance, associate engagement, and consistent execution of Marriott service standards, while ensuring every guest feels welcomed, valued, and cared for at every touchpoint.

We’re looking for a passionate hospitality leader who combines strong operational instincts with emotional intelligence, presence, and a genuine commitment to developing people. Someone who thrives in a fast‑paced, high‑volume environment, anticipates guest and operational needs, and understands how exceptional leadership translates into exceptional guest experiences.

Responsibilities and essential job functions include but are not limited to:





Lead and oversee the day‑to‑day operations of the

Front Office, Valet and Bell Services departments , ensuring efficient operations, exceptional service, and adherence to Marriott standards.

Lead, coach, motivate, recruit, and develop Guest Services associates and leaders, fostering a culture of teamwork, accountability, respect, and collaboration.

Maintain a highly visible presence in guest areas, particularly during peak periods, events, arrivals, and departures, to ensure smooth operations and support the Guest Services team.

Ensure the smooth and efficient check‑in and check‑out of guests, including the accurate and qualified handling of guest accounts.

Deliver exceptional guest service by anticipating guest needs, empowering associates, and finding creative ways to say

“Yes”

while maintaining sound business practices.

Proactively manage and resolve guest complaints, concerns, and service recovery situations in a timely, professional, and solutions‑focused manner.

Oversee VIP arrivals and departures, personally engaging with VIP guests when appropriate and ensuring their preferences and special requests are communicated to the appropriate departments.

Ensure returning guests are warmly welcomed and that guest preferences, special requests,



and relevant information are communicated effectively across departments.

Ensure associates have comprehensive knowledge of hotel facilities, services, promotions, local attractions, events, and public services so they can confidently assist guests.

Ensure a warm, welcoming, and engaging environment that reflects the

Marriott service culture

and consistently delivers a positive guest experience.

Establish departmental goals, priorities, and action plans that support hotel objectives, guest satisfaction, service scores, and operational performance.

Monitor service performance and guest feedback, providing ongoing coaching, guidance, and feedback to improve service delivery and achieve desired results.

Conduct and/or ensure effective daily departmental pre‑shifts and regular team communications to share operational priorities, guest information, expectations, and business objectives.

Recognize and celebrate associate achievements and contributions, creating an environment where outstanding performance is acknowledged and encouraged.

Partner closely with all hotel departments to support property operations, communicate important information, and resolve issues efficiently.

Manage departmental staffing, scheduling, payroll, labour costs, while maintaining appropriate financial controls.

Review and understand departmental budgets, operating statements, payroll reports, and other financial information to support effective business decisions and achieve financial target.

Ensure hotel policies, Marriott standards, and SOPs are administered fairly and consistently, including appropriate performance management and documentation.

Ensure associates understand and

📌 Director of Guest Services (Niagara Falls)
🏢 Canadian Niagara Hotels Group
📍 Niagara Falls