Guest Services Manager

JRoss Recruiters; Windsor; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading hotel brand in Windsor seeks a Front Office Manager to oversee daily operations and guest services. The ideal candidate will ensure smooth check-in/check-out procedures, manage VIPs, and maintain high customer satisfaction. This role offers a competitive salary and comprehensive benefits, promoting a supportive team-oriented environment. Opportunities for career growth within the organization are available.

Benefits

Comprehensive benefits package including health and dental coverage

Employee recognition programs and service awards

Discounted stays at affiliated properties

Opportunities for career growth within a respected hotel brand

Qualifications

• 2-3 years of supervisory or assistant management experience in front office or guest services.
• Experience with Hilton systems and service standards preferred.
• Ability to manage guest relations and team performance.

Responsibilities

• Oversee all daily front office activities including guest relations functions.
• Lead and support the guest services team to ensure seamless interactions.
• Provide training and motivation to team members on Hilton service standards.

Skills

Leadership

Conflict Resolution

Customer Service

Tools

Hilton OnQ

PEP

Job description

Oversee all daily front office activities, including front desk and guest relations functions.

Lead, schedule, and support the guest services team to ensure seamless and warm guest interactions.

Ensure smooth check-in/check-out procedures and resolve guest concerns promptly and professionally.

Act as Manager on Duty when required, managing operations and guest experience across the property.

Provide training and motivation to team members, reinforcing Hilton service standards of warmth, attentiveness, and accuracy.

Monitor guest satisfaction metrics and implement service enhancement initiatives.

Collaborate closely with housekeeping, maintenance, and food & beverage departments to deliver cohesive service.

Personally manage VIPs, groups, and high-profile guests with discretion and attention to detail.

Assist the General Manager with staffing, scheduling, budgeting, and policy compliance.

Contribute to hotel-wide initiatives and prepare guest service and operations reports for leadership.

Health & Safety Leadership

Conduct regular safety audits and implement corrective measures where needed.

Train front office team on emergency procedures, sanitation standards, and incident protocols.

Lead or support emergency drills and maintain up-to-date safety documentation.

Serve on the hotel’s Safety Committee and promote a culture of safety and preparedness.

Requirements

Prior experience with Hilton systems, brand standards, and service expectations strongly preferred.

2–3 years of supervisory or assistant management experience in front office or guest services.

Demonstrated leadership and team-building skills within a mid-sized property (150–200 rooms).

Proficient in hotel property management systems (preferably Hilton OnQ or PEP).

Strong conflict resolution abilities and a guest-first mindset.

Understanding of health and safety compliance and emergency response procedures.

Flexibility to work evenings, weekends, and holidays as required.

This is a fantastic opportunity for a motivated hospitality professional who is ready to step into a leadership role and make a meaningful impact on guest satisfaction and operational success.

Corporate Culture

Competitive salary based on experience

Comprehensive benefits package including health and dental coverage

Employee recognition programs and service awards

Opportunities for career growth within a respected hotel brand

Discounted stays at affiliated properties

A supportive, team-oriented work environment focused on service excellence

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