Campus Manager on Duty

The Job

The Campus Manager on Duty (MOD) is responsible for providing operational leadership and oversight across three hotel properties: Quality Inn & Conference Centre, Comfort Inn & Suites Kingston Central and Holiday Inn Express Kingston Central, in the absence of the Guest Services Manager.

This position plays a key role in ensuring the smooth and efficient operation of all hotel departments, including Guest Services, Housekeeping, Maintenance, and Food & Beverage, while maintaining established brand standards, operational procedures, and service expectations.

The Campus Manager on Duty serves as a primary point of contact for operational matters, providing guidance and support to departmental teams, addressing guest concerns, and responding to challenges as they arise. Through effective communication, sound decision-making, and a hands-on leadership approach, this role fosters a positive and productive work environment while ensuring that guests receive a consistently exceptional experience across all three properties.

*This position is being posted to fill a current and exsiting vacancy in our organization.

What You'll Do

• Provide operational leadership and oversight across Quality Inn, Comfort Inn, and Holiday Inn Express, ensuring the smooth and efficient operation of all departments in the absence of the Guest Services Manager.
• Collaborate with departmental teams to maintain operational efficiency, uphold brand standards, address service challenges, and ensure guest expectations are consistently met or exceeded across all three properties.
• Serve as the primary point of contact for operational matters during assigned shifts, exercising sound judgment and making timely decisions to resolve issues and maintain uninterrupted hotel operations.
• Respond to and resolve guest complaints, concerns, and service-related issues promptly and professionally, implementing appropriate service recovery measures to achieve guest satisfaction.
• Provide hands-on operational support to departments as required, including assisting with guest check-ins, guestroom deliveries, banquet functions, parking, and other operational activities to maintain service continuity.
• Provide direction, guidance, and support to employees across departments, addressing immediate performance, conduct, and operational concerns in the absence of the respective Department Head.
• Coordinate operational priorities and resources across all three properties, identifying staffing or service gaps and working with departmental teams to maintain appropriate service levels.
• Maintain a visible and approachable presence throughout the properties, particularly in hotel lobbies and public areas during peak periods, proactively engaging with guests and assisting with inquiries, requests, and service needs.
• Conduct regular property inspections, including guest-facing areas, back-of-house spaces, building perimeters, and parking facilities, to ensure cleanliness, safety, security, and overall property presentation meet established standards.
• Identify and respond to maintenance concerns, safety hazards, security issues, and operational deficiencies, coordinating corrective action with the appropriate departments and escalating significant concerns to management as required.
• Respond to emergency situations and unexpected operational challenges in accordance with established hotel policies and procedures, prioritizing the safety and well-being of guests and employees.
• Maintain current knowledge of hotel amenities, services, promotions, policies, procedures, and local events to effectively support guests and employees across all three properties.
• Collaborate with the Guest Services Manager to review guest satisfaction feedback, identify service improvement opportunities, and support initiatives that enhance the overall guest experience.
• Promote a collaborative and inclusive workplace by encouraging teamwork, effective communication, intercultural competency, and positive working relationships across all departments and properties.
• Support and promote a culture of equity, diversity, inclusion, and Indigeneity that respects individual differences and incorporates diverse perspectives into workplace practices and decision-making.
• Maintain clear and consistent communication with departmental leaders and management regarding operational updates, guest concerns, employee matters, and outstanding issues requiring follow-up.
• Prepare and submit a comprehensive daily Manager on Duty (MOD) report documenting operational activities, guest concerns, incidents, actions taken, and outstanding matters for management review.

The above responsibilities are intended to describe the essential nature and level of work to be performed. They are not all-inclusive and may be amended from time to time.

Who We're Looking For

• Completion of a two-year college diploma in Hospitality Management, Hotel Operations, Business Administration, or a related field, or an equivalent combination of education and experience.
• Minimum four (4) years of progressive experience in the hospitality industry, with exposure to various aspects of hotel operations.
• Minimum two (2) years of supervisory or management experience, with a strong understanding of hotel operations and cross-departmental functions.
• Demonstrated ability to provide effective leadership, direction, and support to employees across multiple departments and hotel properties.
• Strong decision-making and problem-solving skills, with the ability to assess situations, exercise sound judgment, and respond effectively to operational challenges.
• Proven ability to manage guest concerns and resolve challenging situations professionally, tactfully, and diplomatically while maintaining a strong commitment to guest satisfaction.
• Passion for delivering exceptional guest service, with a proactive, approachable, and service-oriented attitude.
• Excellent verbal and written communication skills, including active listening and the ability to effectively address concerns raised by guests and employees.
• Strong organizational and time management skills, with the ability to prioritize competing demands, multitask, and adapt to changing operational needs.
• Strong computer proficiency, including experience with hotel Property Management Systems (PMS); knowledge of Choice Advantage is considered an asset.
• Ability to work independently, take initiative, and remain composed and professional in a fast-paced, dynamic hotel environment.
• Demonstrated ability to build positive working relationships and collaborate effectively with employees, departmental leaders, and guests from diverse backgrounds.
• Ability to foster an inclusive, respectful, and team-oriented workplace across all three properties.
• Flexibility to work evenings, overnight shifts, weekends, and holidays based on operational requirements.

Why Join Us?

• Earn a competitive hourly wage of $22.50 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 The Quality Inn & Conference Centre, Comfort Inn & Suites Kingston Central and Holiday Inn Express & Suites Kingston Central, we help guests feel refreshed and ready to take on the day by caring for them and delivering what they need with a friendly, can-do attitude.

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 campus properties 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.