Assistant Guest Services Manager Contract

Marriott Hotels Resorts; Eastern Ontario; On-site; CAD 52,000; Full time

Job summary

A leading hotel chain in Kingston, Eastern Ontario is seeking a Guest Services Manager to oversee daily operations at the Front Desk. The role requires a minimum of 2 years of supervisory experience in hospitality, excellent leadership and communication skills, and the ability to work flexible hours. The annual salary for this full-time position is $52,000, offering opportunities for career growth in a diverse environment.

Qualifications

• Minimum 2 years hospitality experience in a supervisory/management role.
• Must be flexible to work days, evenings, weekends, and holidays.
• Sufficient computer skills for company software.

Responsibilities

• Ensure smooth operation of the Guest Services Department.
• Address guest issues to promote satisfaction.
• Assist in recruitment and training of front office employees.

Skills

Exceptional leadership

Interpersonal skills

Communication skills

Ability to work under pressure

Education

Completion of secondary school plus post-secondary courses

Tools

Opera

Microsoft Office

Job description

Description

Additional Information: This hotel is owned and operated by an independent franchisee Diamond Hotels Canada Inc. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices including hiring, firing, discipline, staffing, compensation, benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

The Position

This is a contract position until February 2027 to cover for a Maternity Leave. You are responsible for assisting the Guest Services Manager in managing the day to day operation of the Front Desk. Your primary responsibility will be to ensure outstanding service to ensure total guest satisfaction through proper training and compliance with company policies and procedures and brand standards. You will also establish and support a high level of cooperation and teamwork in all areas of the Front Desk and among other departments.

Duties & Responsibilities

• Ensure the smooth operation of the Guest Services Department in concert with and in the absence of the Guest Services Manager ensuring that all standard operating procedures pertinent to Guest Services and brand standards are consistently followed.
• Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.
• Recognize and seize all opportunities to increase guest loyalty, employee satisfaction and profitability.
• Champion the Marriott Rewards loyalty program through active promotion of the program; ensuring all related policies and procedures are adhered to; and Marriott Rewards members are recognized.
• Assist in managing the recruitment, interviewing, onboarding and training of all front office employees.
• Assist in maintaining information on rates, specials, packages, programs etc and ensuring staff are trained in all areas.
• Assist in completing weekly reports, forecast reservations on the books, scheduling and payroll input.
• Assist in recruitment process for guest services associates.
• Promote teamwork and quality guest service through effective communication and coordination with other departments.
• Provide direction, support and motivation to the Front Desk team.
• Maintain best practices to ensure continuous positive employee relations (engagement, conflict resolution, training/development, labour compliance etc.).
• Follow established policies and procedures when hiring new staff.
• Resolve staffing problems and complete proper documentation in accordance with hotel policies and Employment Standards Act (i.e., discipline, terminations etc.).
• Supports and promotes a culture of equity, diversity, inclusion and indigeneity that respects and incorporates different perspectives in decision making.
• Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training and growth.
• Ensuring regular recognition of staff in exhibiting desired behaviours.
• Maintain a positive welcoming and inclusive working environment to attract and retain qualified talent.
• Assist in the achievement of budgeted occupancy, budgeted annual rate, budgeted room revenues as well as departmental budgets including labour through well managed room inventory cost controls and schedules.
• Assist in control of departmental expenses in relation to budget.
• Accuracy of department’s cashiering and consistent balancing of department’s float.
• Reconciliation of Group accounts and packages.
• Ensure accuracy of computer input (i.e., rate codes etc.).

Qualifications

• Completion of secondary school plus additional post‑secondary courses or equivalent.
• Minimum 2 years hospitality experience in a supervisory/management role with strong knowledge of Front Desk operations.
• Must be flexible to work days, evenings, weekends and holidays.
• Exceptional leadership, interpersonal and communication skills.
• Must possess strong interpersonal skills and the ability to work and communicate effectively within a diverse team environment.
• Ability to work effectively in a multi‑cultural environment with co‑workers, clients and partners.
• Proven success in delivering exceptional guest services and excellent interpersonal and employee relations skills.
• Sufficient computer skills to allow proficient use of company‑issued software programs (Opera, Microsoft Office, etc.).
• Ability to work under pressure with tact and diplomacy.

Equal Employment Opportunity Statement

We are committed to contributing to a systemic change in equity, diversity and inclusion. Diamond Hotels is proud to be an equal‑opportunity employer. We commit to identify, prevent and eliminate discrimination and harassment in all its forms with respect to race, colour, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status or family status of that person or that group or class of persons. We are further committed to compliance with all fair employment practices relating to citizenship and immigration. Recruiting for our team we want to know more about the collective sum of your experiences, knowledge, innovation, self‑expression and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self‑identify and apply. We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process if an applicant requests accommodation please contact Human Resources at and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.

Salary

The salary for this position is $52,000 annually.

Employment Type & Vacancy

Employment Type: Full‑Time

Vacancy: 1