As a Guest Service Manager at AC Hotels by Marriott, you will oversee all aspects of front office operations, ensuring a seamless and sophisticated guest experience that aligns with AC Hotels refined, European-inspired service philosophy. You will lead the
front desk team, handle guest concerns, and drive service excellence while maintaining brand standards. Your role is essentialin creating a welcoming, professional, and effortless hospitality experience for every guest.

CANDIDATE PROFILE:

Education and Experience:

- High school diploma or equivalent required; a degree in hospitality management is preferred.
- Previous experience in front office, guest services, or hotel management required.
- Strong knowledge of hotel operations, reservations, and front desk procedures.
- Experience with Marriott property management systems (e.g., Opera, Fosse, GXP) is an asset.
- Ability to work independently and collaboratively in a rapid-paced environment.

Preferred:

- Ability and willingness to work flexible hours, including weekends, holidays, and overnight shifts as needed.
- Bilingual capabilities (English and French) are an asset.
- Excellent leadership, problem-solving, and guest resolution skills.
- Strong communication and interpersonal skills, with a focus on guest satisfaction.

Physical Requirements:

- Ability to stand and walk for extended periods, up to 8 hours per shift.
- Ability to lift and carry up to 25 lbs as needed.
- Requires writing, standing, sitting, walking, repetitive motions, listening, and visual acuity.
- Manual dexterity to operate front desk and office equipment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Guest Service & Operations:

- Ensure a high level of guest satisfaction by maintaining excellent service quality at the front desk.
- Manage guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Address and resolve guest complaints,



special requests, and service issues professionally.
- Provide information about hotel amenities, local attractions, and transportation options.

Team Leadership & Training:

- Supervise and mentor front desk agents, night auditors, and bell staff.
- Conduct regular training sessions to ensure the team upholds AC Hotels' service standards.
- Motivate and develop a high-performing front office team that prioritizes guest satisfaction.

Financial & Revenue Management:

- Monitor room rates, occupancy, and revenue strategies to optimize financial performance.
- Ensure accurate billing, process payments, and reconcile financial reports.
- Assist with budgeting, forecasting, and cost control for front office operations.

Safety & Security:

- Ensure compliance with all safety, security, and emergency procedures.
- Oversee the implementation of guest security protocols, including room key control and incident reporting.
- Work closely with housekeeping and maintenance teams to ensure a safe and well-maintained environment.

Compliance & Brand Standards:

- Maintain Marriott brand standards and ensure front office operations align with AC Hotels' guest service philosophy.
- Ensure adherence to hotel policies, including data privacy, security, and financial procedures.
- Monitor guest feedback and implement service improvements based on reviews and surveys.

Team Collaboration:

- Work closely with housekeeping, F&B;, and other departments to ensure a seamless guest experience.
- Attend and contribute to daily management meetings, ensuring clear communication of guest expectations and operational

updates.

- Support other departments as needed to enhance overall hotel performance.
- Practice the AC Brand Elevation mantras in your daily delivery approach with guests and AC family members.
- Actively participate in the daily affirmations stand-up meeting and apply key takeaways to enhance guest experiences.

📌 Guest Service Manager - AC Marriott Ottawa
🏢 RIMAP HOSPITALITY
📍 Ottawa