Guest Service Manager – Sheraton On The Falls


Position: Guest Service Manager

Location: Sheraton on the Falls

Department: Front Desk/Guest Services

Why work for Canadian Niagara Hotels as a Guest Service Manager?

We are a company that believes in the talent of our associates, we are dedicated to assisting them in developing their skills to advance their career. Most important, you’ll be a part of a team that’s includes 2500+ talented and dedicated hospitality enthusiasts who are dedicated to providing an unparalleled hotel experience to each and every guest. As a part of Canadian Niagara Hotels, you will also have access to an amazing medical and dental benefits plan as well as an employee discount program for hotels around the world.


Guest Service Manager Responsibilities:

  • Responsible for the management of the Front Office team including Supervisors and Guest Service Agents
  • Ensure guest satisfaction levels are always met and exceeded – this includes training and coaching the front line associates to reach their fullest potential while resolving guest complaints in a professional manner
  • Reviewing Marriott’s Guest Satisfaction Survey metrics while constantly finding ways to maintain positive scores, while improving in areas that require it
  • Ensure departmental results are achieved in accordance with objectives, performance, and quality standards established by the company
  • Work closely with the Revenue team in order to properly meet occupancy and ADR goals
  • Work closely with the Conference Services department to ensure a seamless experience for our conference guests
  • Assist with administrative support as necessary
  • Other duties as assigned


What you’ll need as a Guest Service Manager:

Experience: 2 Years in Guest Service Management role at a 4 Diamond/5 Star Hotel

Education: College/University Degree in Hospitality/Tourism or related program is preferred

Other Qualifications:

  • Ability to work under pressure and manage simultaneous tasks
  • Demonstrate a professional attitude in every aspect of the position
  • Strong leadership and coaching skills