guest services manager

Job Description

<p><h3>Guest Services Manager</h3>
<p>Posted on January 13, 2026 by <b>Staybridge Suites - Downtown Hamilton</b></p>
<p>Location: 20 Caroline St, South, Hamilton, Ontario, L8P 0B1.</p>
<h3>Job Details</h3>
<p><b>Position:</b> Guest Service Manager<br/><b>Reports To:</b> General Manager</p>
<p><b>Job Summary:</b> Under the general guidance of the Hotel General Manager and within the limits of establishing Staybridge Suites - Downtown Hamilton policies and procedures, the Guest Service Manager is responsible for all aspects of the front desk operation ensuring that Guest Service Agents & Night Auditors provide impressive customer service and supporting the General Manager in other areas as needed such as Breakfast and Meeting Rooms. Must be available to work morning, evening, on weekends and holidays.</p>
<h3>Benefits</h3>
<p>In return we’ll give you a competitive financial and benefits package that will include healthcare, dental, vision, disability and life insurance support. Most importantly, we’ll give you the room to be yourself.</p>
<h3>Responsibilities</h3>
<ul>
<li>Provide noticeably outstanding guest service (constantly focused on service delivery)</li>
<li>Be exceptionally knowledgeable about the hotel’s facilities and services</li>
<li>Hire and develop a professional knowledgeable guest service team (document training)</li>
<li>Be knowledgeable and ensure all brand standards are adhered to</li>
<li>Support and encourage all team members to enhance Guest Service and/or satisfaction</li>
<li>Gain expert knowledge of all front desk systems and procedures and train all staff</li>
<li>Manage reservations and rates and maximize revenues</li>
<li>Perform office administration and carry out hotel accounting functions</li>
<li>Ensure all phones are answered (as a priority) correctly and professionally</li>
<li>Ensure proper credit control and handling of financial transactions (guest accounting)</li>
<li>Ensure all staff are in uniform</li>
<li>Oversee all aspects of call accounting, voicemail, phone system, TV system, internet, door lock system and the in-room Guest Services Directory</li>
<li>Be an expert with Brand programs including Honors membership and train staff</li>
<li>Promote an outgoing and fun yet professional image to guests, potential guests and team members</li>
<li>Hire, schedule and assist with training of breakfast attendants</li>
<li>Carefully schedule staffing based on forecasts, business demands and holiday trends</li>
<li>Conduct regular front desk, administration office and Suite Shop inventories, control and inspection of all supplies, equipment and make approved purchases</li>
<li>Be efficient, effective and responsive with inquiries and requests using good communication</li>
<li>High level of communication with maintenance department and any outstanding issues</li>
<li>Review and follow up on information from the guest satisfaction tracking systems</li>
<li>Attend any approved budgeted workshops/meetings or special events</li>
<li>Conduct staff meetings and attend hotel management meetings</li>
<li>Plan, implement and communicate departmental/hotel policies and procedures</li>
<li>Ensure all Guest Service storage areas are clean, maintained and organized</li>
<li>Understand and execute responsibilities of the Fire Safety Plan, WHMIS, and Health & Safety</li>
<li>Act as Manager on Duty and support in other departments</li>
<li>Support in operations of the Housekeeping and Food and Beverage as needed</li>
<li>Accomplish or assist with special projects as required</li>
</ul>
<h3>Requirements</h3>
<ul>
<li>Minimum 2 years experience in similar role in hotel/hospitality industry</li>
<li>Excellent communication and problem-solving skills</li>
<li>Diploma or Bachelor degree in Hospitality is an asset</li>
<li>Must possess excellent customer service skills and be able to work independently and be a team player</li>
<li>Location: Hamilton, ON</li>
<li>Work location On site</li>
<li>Salary: $43,000 to $48,000 per year</li>
<li>Terms of employment: Full time</li>
<li>Starts as soon as possible</li>
<li>Vacancies: 1</li>
</ul></p>
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