guest services manager

Vancouver Airport Marriott Hotel; Richmond; On-site; GBP 46,000 - 49,000; Full time

Job summary

A leading hospitality venue in Richmond, England is seeking an experienced Guest Services Manager to oversee front-office operations. This role involves supervising staff, managing budgets, and maintaining service excellence. The ideal candidate will have strong supervisory skills, attention to detail, and must be available to work various shifts. This full-time position offers an annual salary between $62,000 and $65,000, with an immediate start date.

Qualifications

• 2–3 years of front-office experience preferred.
• Available to work all shifts as required.
• Night Audit experience is a significant asset.

Responsibilities

• Supervise and operate the front office during any shift.
• Lead, motivate, and train associates.
• Provide feedback and coaching to hourly associates.

Skills

Guest service skills

Supervisory skills

Problem-solving

Attention to detail

Organizational skills

Communication skills

Job description

Guest Services Manager, Salaried

Job Overview

We are seeking an experienced Guest Services Manager to oversee day‑to‑day front‑office operations at the Vancouver Airport Marriott Hotel. Reporting to the Front Office Manager, this role supports 24/7 guest service excellence and workforce management.

Key Responsibilities

• Supervise and operate the front office during any shift (day, mid‑day, evening, overnight/graveyard, weekday, weekend, statutory holidays, as business requires).
• Lead, motivate, and train associates, striving for an engaged, enthusiastic, high‑performing team through leading by example.
• Provide timely feedback and coaching to the Front Office hourly associates and support the Front Office Manager with performance management.
• Control labor and expenses within the budget and forecast of the Front Office operations under the direction of the Front Office Manager.
• Assist and support recruitment for the department, including interviewing applicants with the Front Office Manager or, in his/her absence, partnering with Human Resources to recruit high‑potential applicants.
• Collaborate with and support social media initiatives, including online reputation management (TripAdvisor, Guest Satisfaction Survey, Yelp, etc.), content creation, and social customer service.
• Maintain close and effective working relationships cross‑functionally with all departments.
• When Senior Management and/or Department Leader is absent, execute all necessary functions—supervision, guidance of associates, disciplinary actions, and response to fire, life safety, or security incidents.
• Anticipate and exceed guest expectations, modeling Marriott Brand Standards and service culture, and proactively resolving guest concerns.
• Support and inform the Front Office Manager and other Guest Services Managers on operational or developmental matters affecting the front office and the hotel.
• Ensure workplace health and safety practices are actively upheld in the department.
• Stay alert to hotel security, guest safety, and security protocols; ensure all associates are familiar with fire emergency safety procedures.
• Perform other tasks as assigned.

Qualifications

• 2–3 years of front‑office experience preferred.
• Available to work all shifts as required: early morning, mid‑day, evenings, graveyard/overnight (non‑negotiable).
• Night Audit experience is a significant asset.
• Self‑starter with initiative.
• Strong guest service and supervisory skills are essential.
• Strong problem‑solving and attention to detail.
• Strong administrative, organizational, and time‑management skills.
• Desire to work in a team‑based environment.
• Strong oral and written communication skills required.

Job Details

• Location: Richmond, BC (On‑site)
• Job Type: Full‑time
• Salary: $62,000 – $65,000 per annum
• Starts as soon as possible
• Vacancies: 1

Equal Employment Opportunity Statement

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.