Guest Service Manager

Socket.dev; Oakville; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation

Diverse schedules

Career advancement

Hotel discounts

Job summary

Sandman Hotel Group in Ontario is seeking a Guest Service Manager to lead front desk operations and guest services, ensuring exceptional service while optimizing occupancy and revenue. You will supervise Rooms Division staff, coordinate with Reservations and Sales, and model professional, guest-focused hospitality.

The role emphasizes strong communication, organizational skills, and a team-oriented approach.

Qualifications

• Experience in the Rooms Division, supervising staff.
• Excellent written and verbal communication.
• Strong organizational and time management skills.
• Ability to manage guest services and front desk operations.

Responsibilities

• Check guests in and out at the front desk.
• Issue room keys and assist guests with inquiries.
• Coordinate transportation and respond to guest questions.
• Prepare forecasts and work with Reservations to maximize occupancy and revenue.
• Lead front office staff and ensure policies are followed.

Skills

Hotel experience

Communication

Time management

Team orientation

Tools

Microsoft Office Suite

Job description

Proud to be 100% Canadian-owned,NorthlandProperties'are recognized as one of the most trusted names in hotels, restaurants, resorts, sports, construction, and asset management. Our well-known and loved brands have been bringing people together to celebrate unforgettable experiences across Canada, the US, Ireland, and the UK for over 50 years. As Canada’s fastest-growing hospitality group, we believe the foundation of our continued success is our people and their ability to take great care of our guests.

EMPLOYMENT TYPE: Full Time

VACANCY STATUS: We are actively hiring for this position.

We are seeking a dynamic Guest Service Manager to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics and are extremely results driven.

Join our team and enjoy the many benefits of working for Canada's fastest-growing, privately-owned hospitality company, including a competitive employee compensation package, diverse employee schedules, and internal corporate career advancement. If you are looking for a future career in hospitality, then the Sandman Hotel Group is for you.

JOB REQUIREMENTS:

• The ability to direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to the Sandman Hotel Group standards, policies and procedures in conjunction with the Front Office Manager.
• Must ensure that all personnel are kept well informed of department objectives and policies. The ability to prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
• The ability to develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
• The ability to support Sandman Hotel Group philosophy towards employee development, morale and institute programs to ensure the effectiveness and promotion of the philosophy in within the Rooms Division.
• The ability to respond properly and take a supervisory role in any hotel emergency or safety situation.
• Manage all administrational duties as specified by the Company

DUTIES:

• Responsible for checking guests in and out of the Hotel.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Computes bills, collects payment and makes change for guests.
• Runs various reports on the computer for management.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Complete welcome calls.
• Clean and tidy front desk area.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.

APPLICABLE SKILLS:

• Have previous hotel experience, specifically in the Rooms Division Department. Demonstrate supervisor skills; good judgment and common sense.
• Computer literate with knowledge of a variety of computer software applications, including the Microsoft Office Suite.
• Superior written and oral communication skills.
• Excellent organizational and time management skills, with the ability to set priorities for self and others.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• Rewards, Recognition, Team Events & Milestone Awards
• Team Member and Friends & Family Hotel Discounts
• Restaurant Dining Discounts- Moxies, CHOP, Denny’s and more!
• Discounts at Grouse Mountain & Revelstoke Mountain Resort
• Career Development, Training & Internal Promotion Opportunities
• Employee & Family Assistance Program (Mental Health, Legal & Financial Support)
• Employee Referral Bonus Program
• RRSP Matching Program
• Extended Health, Dental, Vision & Life Insurance
• Complimentary Hotel Stays
• Tuition Credit Program
• Supportive, Inclusive Workplace Culture

Sandman Hotel Groupuses AI enabled tools to assist with application management. All hiring decisions are made by people. We do not use AI to screen, assess or select applicants for this posting. Sandman Hotel Groupis an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Sandman Hotel Groupdoes not discriminate on the basis of disability, veteran status or any other basis protected under federal, provincial or local laws. Accommodations are available at any stage of the recruitment process upon request. If you need support, please email [e-mail]. Sandman Hotel Grouptakes seriously its obligations under the Human Rights Code. Allinterviewed Candidates will be notified within 45 days of application whether a hiring decision has been made.