Guest Services Manager

The Westin Resort & Spa, Whistler; Whistler; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Team‑spirited coworkers

Learning and development opportunities

Rewards program

Staff accommodation

Hotel stay discounts

Complimentary staff meal

Job summary

Westin Whistler is seeking a Guest Service Manager to lead the Front Office team and oversee daily operations from the front desk to bell services. You will coach staff, ensure adherence to Westin and Marriott standards, and drive guest satisfaction through proactive service and team leadership.

The role emphasizes training, cross‑department collaboration, and safety compliance, with a focus on delivering an exceptional guest experience in a busy hotel environment.

Qualifications

• Front office leadership experience in hospitality environments.
• Strong organizational and planning skills.
• Ability to train and motivate staff and maintain brand standards.

Responsibilities

• Oversee day-to-day Front Office operations including desk, bell, and valet.
• Coach and train Front Office staff; enforce Marriott/Westin service standards.
• Lead safety and compliance initiatives and cross-train with other departments.

Skills

Customer relations

Organization

MS Office Proficiency

Time management

Leadership

Communication

Team collaboration

Education

Diploma/Certificate in Hotel/Restaurant Management

Tools

Galaxy UX

Lightspeed

GXP

MICROS

Job description

• Open to International applicants with valid Canadian Work permits: Yes

At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable and intuitive, with a genuine interest in the well‑being of others around you, we invite you to discover how you can thrive at Westin.

Position Details:

• Full time/Permanent

The Impact You’ll Make: Our Quality Keepers know that the countless small details end up making a big impression on our customers. It’s their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company. The Guest Service Manager is in charge of the day to day operation of the Front Office Department, which includes the command center, front desk, bell services and valet team. Coach, train and motivate Front Office associates. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures

The Wellness you Deserve:

We’ll support you in and out of the workplace by offering:

• Team-spirited coworkers & encouraging management
• Learning and development opportunities
• Reward and Recognition Programs
• Staff Accommodation (based on availability)
• Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
• Complimentary Staff Meal

What we are looking for:

• A warm, people-oriented demeanor
• A team-first attitude
• Inspired to help and interact with others

Health & Safety:

• Health & Safety is at our core!
• Daily stretches and movement to get you ready for your day
• Safety orientations to ensure you feel safe at work
• Proud to be COR certified – an occupational health and safety accreditation program that verifies a fully implemented safety and health program which meets national standards.
• Monthly safety committee meetings

Responsibilities & Qualifications

Position Requirements:

• Maintains regular and constant contact with Front Office associates and monitors their contact with guests
• Makes certain that associate interactions with guests are following Westin Brand Guidelines. Provides constant feedback to department head concerning service issues, including guest desires, complaints and comments
• Assists with the training of Front Office associates and makes certain that they are trained in all areas of Front Office
• Maintains the schedule of Front Office associates in cross-functional activities
• Empowers and coaches associates in providing technically proficient, courteous and timely service
• Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest’s needs for special requests are met
• Conducts monthly departmental meetings
• Manages and motivates team success in departmental incentive programs
• Present[s?] innovative ideas to hotel management
• Makes certain that Marriott approved Front Office technology is used to its full capacity
• Conduct Quarterly Dialogues with each direct report
• Work with Front Office Manager and People and Culture to look at development planning
• Participate in cross-training with Housekeeping
• Ensure associates are trained in the safe work procedures associated with all of their tasks
• Promote safety awareness to associates and demonstrate that safe job performance is the number one priority
• Ensure associates report any unsafe conditions, practices or injuries as soon as possible and take appropriate actions
• Set a good safety example
• All other duties as assigned

Skills & Experience:

• Must be able to build and maintain credibility and relationships with customers (internal and external)
• Strong organization and planning skills
• Strong working knowledge of MS Office applications – Word, Excel, PowerPoint
• Basic computer knowledge
• Detailed knowledge of Whistler area and available services
• Proven ability in managing time is critical; must be able to plan and execute effectively and efficiently
• Leadership, management and supervisory skills
• Previous experience in a similar role in a similar size/type of property
• Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
• Ability to create, implement and monitor hotel and staff goals, strategies, policies and training. Ability to access, input, analyze and retrieve information from computers
• Experience using Galaxy UX, Lightspeed, GXP and MICROS an asset

General Requirements:

• Diploma or certificate in Hotel/Restaurant Management or the equivalent is an asset
• Must be able to stand and exert well‑paced mobility for up to 8 hours in length.
• Must be able to lift to 15 lbs. on a regular and continuing basis
• Possession of, or ability to obtain First Aid Certificate
• Strong organization and planning skills
• Ensure compliance with WRS’s Occupational Health and Safety Program and the Regulation of WorkSafeBC
• Set a good safety example
• Ability to provide a satisfactory criminal record check