Guest Services Supervisor

At Delta Hotels by Marriott Kingston Waterfront, we believe that exceptional hospitality begins with exceptional people. We're looking for an enthusiastic, service-driven Guest Services Supervisor who is ready to lead by example, inspire their colleagues, and help create memorable experiences for every guest who walks through our doors.

Located in the heart of downtown Kingston along the beautiful waterfront, our hotel offers a dynamic hospitality environment where no two days are the same.

As our Guest Services Supervisor, you'll play an important role in supporting daily front office operations, empowering our Guest Services team, and ensuring our guests feel welcomed, valued, and cared for throughout their stay.

*This position is being posted to fill an existing and current vacancy in our organization.

What You'll Do

As our Guest Services Supervisor, you'll be at the heart of our Front Office operations, leading by example, supporting your team, and helping create exceptional experiences for every guest.

Lead, Inspire & Develop Your Team

• Lead by example, creating a positive, collaborative, and guest-focused environment where team members feel supported and motivated to succeed.
• Coach, mentor, and empower Guest Services team members through ongoing training, constructive feedback, and hands-on leadership.
• Support the onboarding and development of new team members, helping them build the confidence and skills to deliver exceptional service.
• Work closely with the Guest Services Manager to communicate team successes, operational updates, and opportunities for improvement.

Create Memorable Guest Experiences

• Be a welcoming presence at the Front Desk, assisting with check-ins, check-outs, pre-arrival planning, and other daily guest service activities.
• Anticipate guest needs, respond to requests, and go the extra mile to create memorable and personalized experiences.
• Handle guest concerns with professionalism, empathy, and confidence, ensuring timely resolutions and appropriate follow-up.
• Recognize and celebrate our Marriott Bonvoy loyalty members while encouraging the team to promote membership benefits and enrollment opportunities.
• Collaborate with departments across the hotel to ensure seamless communication and a consistently exceptional guest experience.

Keep Operations Running Seamlessly

• Support the daily operations of the Front Office, ensuring efficiency, accuracy, and adherence to hotel policies and Marriott brand standards.
• Stay informed about hotel rates, promotions, and packages, ensuring the team is equipped to share accurate information with guests.
• Oversee billing, payment processing, and Front Desk procedures to maintain accuracy and compliance with established standards.
• Monitor Front Office supplies and guest amenities, communicating replenishment needs to management.
• Step into a leadership role in the absence of the Guest Services Manager, making operational decisions and providing guidance to ensure smooth operations.
• Perform additional duties as required to support the success of the team and hotel.

The above responsibilities are not all inclusive and may be amended from time to time.

Who We're Looking For

We're looking for a confident, approachable, and service-driven leader who thrives in a dynamic hospitality environment. You're someone who leads by example, enjoys bringing out the best in others, and knows how to turn everyday guest interactions into exceptional experiences.

• A secondary school diploma with additional post-secondary coursework in a related field, or an equivalent combination of education and experience.
• A minimum of one year of Front Desk experience, ideally within the hospitality industry.
• Previous supervisory or team leadership experience is considered an asset.
• Strong verbal and written communication skills in English, with the ability to communicate clearly and professionally.
• Excellent interpersonal skills and a natural ability to build positive relationships with guests, colleagues, and management.
• Strong problem-solving and decision-making abilities, with the confidence to exercise sound judgment in daily operations.
• The ability to remain calm, professional, and diplomatic when navigating challenging situations or busy periods.
• A collaborative mindset and the ability to communicate and work effectively with colleagues and guests from diverse backgrounds.
• A proactive approach to your work, demonstrating enthusiasm, initiative, and a commitment to delivering exceptional service.
• The flexibility to work a variety of shifts, including days, evenings, weekends, and holidays, based on operational needs.
• A willingness to support your team, adapt to changing priorities, and contribute to a positive and welcoming workplace.

Why Join Us?

• Earn a competitive hourly wage of $22.00 per hour, along with the opportunity to participate in our extendend health & dental benefits.
• Grow your hospitality career through hands-on leadership experience and opportunities for professional development.
• Work alongside a supportive, collaborative team that takes pride in delivering exceptional guest experiences.
• Be part of a respected Marriott hotel in a beautiful downtown Kingston waterfront location.
• Enjoy flexible scheduling that supports work-life balance while working in a dynamic hospitality environment.
• Connect with guests from around the world and help create memorable experiences that keep them coming back.

At Delta Hotels by Marriott Kingston Waterfront, we strive to provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don’t. At Delta Hotels by Marriott, we are always warm, wise and in control so our guests can focus on what’s most important.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Delta Hotels by Marriott Kingston Waterfront property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!

We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.

We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.

We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.