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Added 6 mins ago
SE
Director of Assurance | Principal-Level Candidates Welcome | Partnership Track
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- Full-time
Ongoing business expansion, including potential acquisitions and opportunities to influence the future direction of the practice.
Added 37 mins ago
FH
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Library Technician 2, Resource Support
Capilano University
North Vancouver, BC
- Full-time
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- Full-time
…investments with incremental improvements that deliver measurable business value. Through close collaboration with engineering leaders and product teams, you will improve system…
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Specialist, Regional Engagement
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Added 1 hour ago
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Added 1 hour ago
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Added 1 hour ago
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…corporate systems - including major enterprise systems and other business applications - are reliable, secure, and aligned with strategic and operational…
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Director, Health, Safety, & Organizational Resilience
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Manager Policy and Risk Management
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Deputy General Counsel
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Added 1 hour ago
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Manager, Finance, Performance & Analytics
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Bachelor's degree in Finance, Accounting, Business Administration, Health Administration, or a related field.
Added 1 hour ago
S
Ecommerce UI/UX Designer
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Added 1 hour ago
Priority Issues Coordinator
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AB
…Science, Economics, Communications, Public Administration or Business, plus a minimum of two years of progressively responsible related…
Added 2 hours ago
YD
Senior HR Generalist. – Application deadline: Open until filled.
Yellowknives Dene First Nation
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- Full-time
Diploma or degree in Human Resources, Business Administration, or a related field.
Added 2 hours ago
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Westmont Hospitality Group

Guest Services Manager

Winnipeg, MB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Sep 28, 2026

Original job description

The Guest Services Manager is responsible for leading the daily operation of the Front Office and ensuring a welcoming, efficient and consistent guest experience. This is a hands-on leadership position combining operational coverage with team supervision, guest recovery, training and administrative responsibilities. The successful candidate will be visible in the operation, support the front desk team during busy periods and work closely with Housekeeping, Maintenance, Sales and Food and Beverage to ensure the hotel operates smoothly. The Guest Services Manager will help create a positive team environment while maintaining Best Western brand standards.

Key Responsibilities

Guest Experience

Create a welcoming and professional experience for all guests.

Respond to guest concerns and resolve issues in a timely and appropriate manner.

Follow up on guest feedback and service recovery cases.

Monitor guest satisfaction results and identify opportunities for improvement.

Ensure special requests, VIP arrivals and group requirements are communicated and properly handled.

Support Best Western Rewards enrolment, recognition and loyalty program standards.

Front Office Operations

Oversee the daily operation of the Front Desk and Guest Services team.

Assist with check-ins, check-outs, reservations, telephone calls and guest requests as needed.

Review arrivals, departures, room status, group activity and occupancy levels.

Coordinate closely with Housekeeping to support room readiness and effective room assignment.

Ensure accurate handling of cash, credit cards, deposits, billing and shift reconciliations.

Complete daily checklists, reports and operational follow-up.

Maintain knowledge of hotel services, local attractions and current hotel activities.

Support emergency procedures, security standards and incident reporting.

Team Leadership

Lead, coach and support Guest Services Agents and Supervisors.

Assist with recruitment, onboarding, training and ongoing development.

Prepare schedules based on business levels, operational needs and labour targets.

Conduct shift briefings and maintain clear communication across the department.

Provide regular feedback and address performance or attendance concerns promptly.

Promote teamwork, accountability and a positive workplace culture.

Recognize team members who demonstrate strong performance and guest service.

Financial and Administrative Responsibilities

Support departmental labour management and productivity goals.

Monitor overtime, scheduling efficiency and staffing requirements.

Review billing concerns, adjustments, refunds and guest compensation.

Ensure departmental supplies and operating equipment are properly controlled.

Assist with forecasting, budgeting and monthly reporting as required.

Maintain accurate records related to training, incidents, attendance and performance including reviews.

Hotel Operations

Act as Manager on Duty when scheduled.

Support other departments during peak periods and operational challenges.

Participate in daily operational meetings and leadership discussions.

Work closely with Housekeeping and Maintenance to address room-related concerns.

Communicate group, event and restaurant information to the Front Office team.

Assist with hotel inspections, brand standards and quality assurance requirements.

Ensure guest and employee safety procedures are followed at all times.

Qualifications

Previous hotel Front Office leadership experience is required.

Previous experience as a Front Office Supervisor, Assistant Front Office Manager or Guest Services Manager is preferred.

Branded hotel experience is considered an asset.

Strong guest service and problem-solving skills.

Demonstrated ability to lead, coach and motivate a team.

Strong organizational, communication and time-management skills.

Comfortable handling difficult conversations and guest recovery situations.

Ability to manage multiple priorities in a fast-paced environment.

Experience with hotel property-management systems is preferred.

Knowledge of Microsoft Office and basic hotel financial reporting is an asset.

Must be available to work flexible hours, including evenings, weekends and holidays.

Physical Requirements

Ability to stand and walk for extended periods.

Ability to work at a computer and front desk workstation.

Ability to occasionally lift or move items weighing up to 25 pounds.

Ability to respond promptly to operational and emergency situations throughout the hotel.

Leadership Expectations

The Guest Services Manager is expected to be:

Visible and engaged in the operation.

Approachable and supportive with team members.

Calm and professional under pressure.

Accountable for following through on commitments.

Proactive in identifying and resolving operational concerns.

Focused on both the guest experience and employee experience.

Willing to step into the operation and assist wherever needed.

Reporting Structure

The Guest Services Manager reports to the Operations Manager and General Manager and works closely with all hotel department leaders.

Employment Details

Full-time management position.

Flexible schedule required.

Evening, weekend and holiday availability is necessary based on business needs.

Compensation will be based on experience.

Please Note: This Job Description is not neither definite nor restrictive and may be modified or added to in the future to meet changing needs

Apply About employer

More about this job

Responsibilities

The Guest Services Manager leads daily front office operations, ensuring a consistent guest experience and effective team supervision. They coordinate across departments to maintain brand standards while managing administrative, financial, and operational tasks.

Requirements

Candidates must have previous hotel front office leadership experience and the ability to manage multiple priorities in a fast-paced environment. Strong communication, problem-solving, and team-coaching skills are essential for this role.

Skills

Front Office Management
Team Leadership
Guest Services
Conflict Resolution
Staff Training
Operational Management
Hospitality Management
Property Management Systems
Financial Reporting
Scheduling
Customer Experience
Communication
Problem Solving
Time Management
Emergency Procedures
Brand Standards

Visa sponsorship

Not detected in the job text

Keywords

Front Office
Guest Services
Hotel Operations
Best Western
Property Management System
Hospitality
Leadership
Staff Scheduling
Budgeting
Forecasting
Service Recovery
Brand Standards
Quality Assurance
Front Desk
Housekeeping Coordination
Incident Reporting
Microsoft Office
Financial Reporting
Team Development
Guest Satisfaction

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