guest services manager

Vancouver Airport Marriott Hotel; Richmond; On-site; GBP 49,000; Full time

Job summary

An upscale hotel in Richmond is seeking a Guest Services Manager to supervise front office operations and lead a team of associates. Responsibilities include maintaining high customer service standards, training staff, and managing front office operations across various shifts. The ideal candidate has 2-3 years of front office experience with strong supervisory and customer service skills. Competitive salary of up to $65,000 per year with full-time employment.

Qualifications

• 2-3 years of front office experience preferred.
• Available to work all shifts, including early morning, mid-day, evening, and overnight.
• Strong supervisory skills and customer-service orientation.

Responsibilities

• Supervise and operate the front office during various shifts.
• Lead and train front office associates.
• Provide feedback and coach hourly associates.

Skills

Supervisory skills

Problem-solving skills

Customer service skills

Organizational skills

Time-management abilities

Written communication skills

Oral communication skills

Job description

Guest Services Manager – Salaried

Job Location: Richmond, BC

Salary: Up to $65,000.00 per year

Employment Type: Full-time

The Vancouver Airport Marriott Hotel offers guests the best of many worlds: the luxury of an upscale hotel just minutes to the Vancouver International Airport, the convenience of being located in the heart of Richmond and residing steps from plentiful shopping and unforgettable cultural experiences. Guests thrive with a restful sleep in our modern guest rooms and can connect with family and friends in the welcoming Great Room just prior to experiencing the tantalizing flavors of 75 West Coast Grill.

Responsibilities

• Supervise and operate the front office during various shifts including day, mid‑day, evening, overnight, weekday, weekend and statutory holidays.
• Lead, motivate and train front office associates, fostering an engaged and high‑performing team.
• Provide timely feedback and coaching to hourly associates and support the Front Office Manager (FOM) with performance management.
• Control labor and expenses within the front office budget and forecasts.
• Assist and support recruitment efforts, interviewing applicants in partnership with Human Resources.
• Collaborate on social media initiatives, including online reputation management and content creation.
• Maintain effective cross‑departmental relationships and support overall hotel operations.
• Execute disciplinary actions when necessary and handle fire, life safety, and security issues.
• Anticipate and exceed guest expectations, modeling the Marriott service culture.
• Ensure workplace health, safety and security protocols are followed.

Qualifications

• 2‑3 years of front office experience preferred.
• Available to work all shifts, including early morning, mid‑day, evening, and graveyard/overnight.
• Night audit experience is a strong asset.
• Strong supervisory, problem‑solving, and customer‑service skills.
• Excellent administrative, organizational and time‑management abilities.
• Self‑starter with initiative and a team‑orientated mindset.
• Strong written and oral communication skills.

Equal Opportunity Employer

Vancouver Airport Marriott is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law. Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact the Human Resources Department upon application.