Guest Service Manager - AC Marriott Ottawa

RIMAP HOSPITALITY; Ottawa; On-site; CAD 65,000 - 90,000; Full time

Job summary

AC Hotels by Marriott is seeking a Guest Service Manager to oversee front office operations, ensuring a refined, European-inspired guest experience in Ottawa. You will lead the front desk team, handle guest concerns, and drive service excellence while maintaining brand standards.

The role requires strong knowledge of hotel operations, reservations, and front desk procedures, with experience in leading teams and a commitment to guest satisfaction.

Qualifications

• High school diploma required; a degree in hospitality management is preferred.
• 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 (Opera, Fosse, GXP) is an asset.

Responsibilities

• Maintain high guest satisfaction by delivering excellent service at the front desk.
• Oversee check-in/check-out processes for a seamless experience.
• Address and resolve guest concerns and special requests professionally.
• Provide information about hotel amenities, local attractions, and transportation options.
• Supervise and mentor front desk staff and night auditors.
• Lead regular training sessions to uphold AC Hotels service standards.
• Monitor room rates, occupancy, and revenue strategies.
• Ensure accurate billing and reconcile financial reports.
• Collaborate with housekeeping and maintenance for safety and smooth operations.
• Ensure adherence to Marriott brand standards and data privacy policies.
• Participate in daily management meetings and cross-department collaboration.

Skills

Guest service excellence

Front desk operations

Team leadership

Communication

Problem solving

Multitasking

Education

High school diploma; hospitality management degree preferred

Tools

Opera

Fosse

GXP

Job description

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 fast-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.