Guest Services Manager

Socket.dev; Toronto; On-site; CAD 59,000 - 64,000; Full time

Job summary

Omni King Edward Hotel in Toronto is seeking an experienced Guest Service Manager to lead Front Office operations and deliver exceptional guest experiences. You will manage Front Desk, Bell Services, and Concierge activities, while maintaining high standards of service and safety.

The role requires 2–3 years in hotel operations, strong communication skills, and proficiency with Opera/Birchstreet/Synergy. A flexible schedule and Canada work eligibility are essential.

Qualifications

• College degree or equivalent in hospitality management.
• 2–3 years of hotel operations experience with guest service focus.
• Strong verbal and written communication; professional telephone, email, and radio etiquette.
• Proficient with Opera, Birchstreet or Synergy; capable of cash handling.
• Ability to adhere to policies, SOPs and safety standards.

Responsibilities

• Plan, manage day-to-day Front Office operations (Front Desk, Bell Services, Concierge).
• Lead service standards and ensure courteous guest interactions and expeditious service.
• Coordinate with management, reservations, and housekeeping to exceed guest expectations.
• Monitor service quality, address issues, and implement corrective actions.
• Collaborate with sales to support occupancy and upselling objectives.
• Oversee room inventory, pricing alignment, and special project support.
• Develop and implement fire safety plans and drills as required.

Skills

Guest service management

Communication skills

Cash handling

Team coordination

Education

Hospitality management program

College degree

Tools

Opera

Birchstreet

Synergy

Job description

Omni King Edward Hotel

With a legacy spanning over 120 years, The Omni King Edward Hotel stands as Toronto’s first and longest-standing luxury hotel. Blending rich history with timeless elegance and modern hospitality, this landmark property has become a cherished destination for both locals and visitors. Located in the heart of downtown Toronto, it offers convenient access to the city’s celebrated restaurants, cultural attractions, and premier shopping districts. The Omni King Edward Hotel embodies the spirit of Toronto, vibrant, diverse, and welcoming. Making it an ideal choice for business and leisure travellers alike.

Associates of The Omni King Edward Hotel take pride in being part of a workplace defined by respect, gratitude, and empowerment, supported by comprehensive training, mentorship, and a shared commitment to exceptional service. If you’re a friendly, motivated individual with a passion for creating memorable experiences, The Omni King Edward Hotel may be your perfect match.

Summary

This position is ideal for the individual who has a strong interest in hotel operations and wishes to develop their career in hospitality management. This is a customer service position which requires a multitude of tasks while consistently providing exceptional customer service to our guests and clients in-house.

The salary range for this position is $59,000–$64,000 annually. Compensation within the range is based on job-related skills, knowledge, and relevant experience.

This posting represents an existing vacancy.

Responsibilities

• Planning, goal setting and day-to-day operations of the Front Office Department. The major areas of responsibility include: Front Desk, Ideal Service Agents, Bell Services, Door, Concierge.
• Implement company programs and manage the operations of the Front Desk Office (Front Desk, ISAs, Bell Services, Door, Concierge) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service.
• Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously.
• Maintain continuous liaison with management, reservations desk and housekeeping staff to guarantee that guests are receiving quality services that exceed their expectations.
• Be alert to potential problems and malfunctions of hospitality services and make on-the-spot corrections.
• Participate with other members of management in developing plans to deliver special services to selected targeted markets.
• Complete AM/PM overnight manager’s checklist and any other task and responsibilities.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring feedback, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Liaise with the sales team and discuss and implement sales strategies to continually improve occupancy levels, revenues and upselling goals.
• Manage room inventory which includes strategic planning, upselling, and blocking of rooms in advance to ensure guest and group needs are met.
• Develop, recommend and implement fire safety plans and coordinate fire and evacuation drills as required by Omni Standards.

Requirements

• College degree or equivalent, preferably in a hospitality management program.
• 2-3 years of experience in hotel operations with a strong interest in other departments.
• Previous experience as Guest Service Manager.
• Strong verbal and written communication skills with ability to communicate effectively by telephone, email, radio and reporting.
• Strong computer skills with advanced knowledge of Microsoft Office and Outlook; Knowledge of Opera, Birchstreet, and/or Synergy preferred.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Ability to handle cash and credit transactions.
• Ability to enforce all company policies and SOPs.
• Ability to maintain 4-Diamond level cleanliness standards.
• Ability to work with management on special projects.
• Previous experience in health & safety.
• First Aid/CPR certification is preferred.
• Smart Serve certification is preferred.
• Must be able to remain calm and professional during stressful situations.
• Must be able to work a flexible schedule including day, evening, overnight shifts, weekends and holidays.
• Must be legally eligible to work in Canada.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.