Guest Services Manager

Job Description

Job Description

At Canad Inns, we are proudly part of the community and committed to creating memorable experiences for every guest who walks through our doors. We are looking for a motivated, service-driven, and hands-on Guest Services Manager to help lead our Guest Services, and overall guest experience operations.

This role is ideal for someone who enjoys leading a team, solving problems, creating positive guest experiences, and keeping daily hotel operations running smoothly in a fast-paced, full-service destination property.

Position Overview

The Guest Services Manager is responsible for supporting the day-to-day operations of the Guest Services department while helping maintain high standards of service, communication, accountability, and professionalism.

This position works closely with hotel leadership, guest service agents, night audit, housekeeping, maintenance, security, sales, and food & beverage teams to ensure guests receive a welcoming, efficient, and memorable Canad Inns experience.

Key Responsibilities

Guest Experience & Service Leadership

• Lead by example in providing friendly, professional, and solution-focused guest service.
• Handle guest concerns, service recovery, escalations, and follow-up communication.
• Support a welcoming atmosphere that reflects the Canad Inns brand and commitment to hospitality.
• Ensure guest requests, special accommodations, and group needs are communicated clearly and completed properly.

Front Desk & Daily Operations

• Oversee front desk operations, arrivals, departures, room assignments, billing questions, and shift communication.
• Ensure proper check-in/check-out procedures are followed by all team members.
• Monitor room readiness, guest room moves, payment authorization, and reservation accuracy.
• Assist with daily operational needs in Maestro and other hotel systems.

Team Leadership

• Train, coach, and support Guest Services team members.
• Assist with scheduling, shift coverage, attendance expectations, and performance follow-up.
• Promote teamwork, accountability, and professional communication across the department.
• Help create a positive work environment where staff feel supported and expectations are clear.

Revenue, Upselling & Guest Engagement

• Support hotel revenue initiatives including upgrades, add-on sales, loyalty enrollment, and guest retention.
• Encourage the team to identify opportunities to enhance the guest experience while supporting hotel goals.
• Assist with group arrivals, special events, VIP stays, and high-volume periods.

Communication & Department Coordination

• Work closely with housekeeping, maintenance, security, food & beverage, and sales to ensure smooth operations.
• Communicate important updates clearly during shift changes and manager meetings.
• Help maintain accurate logs, reports, follow-ups, and documentation as needed.

What We're Looking For

The ideal candidate is someone who is dependable, positive, organized, and comfortable leading from the front. This person should enjoy working with people, supporting a team, and staying calm under pressure.

Qualifications

• Previous hotel, front desk, guest service, or hospitality leadership experience preferred.
• Strong communication and problem-solving skills.
• Ability to lead, train, and motivate a team.
• Comfortable handling guest concerns professionally and confidently.
• Strong attention to detail with reservations, billing, and daily procedures.
• Ability to work flexible hours, including evenings, weekends, holidays, and high-demand event periods.
• Experience with hotel PMS systems is an asset.

What We Offer

• A leadership role in a busy full-service destination hotel.
• Opportunities for professional growth within Canad Inns.
• A supportive team environment.
• Hands-on hospitality experience across rooms, events, restaurants, waterpark, and guest services.
• The chance to make a direct impact on both guest satisfaction and team success.

About Canad Inns:

Canad Inns is Manitoba's premier Hospitality Service Provider, with a presence in Winnipeg, Brandon, Portage la Prairie, and Grand Forks. As a leading player in the hospitality industry, we are dedicated to delivering exceptional service and excellence to our valued guests. At Canad Inns, we operate with dedication to mutual trust and respect, honesty, openness, and the highest ethical standards across all facets of our business. We believe in fostering lasting relationships, both with our guests and within our dynamic team.

Our work culture thrives on the principles of collaboration, a positive environment where employees can achieve success. Valuing the unique talents of each team member, we encourage personal development and growth. We are committed to fostering a diverse and inclusive workplace and believe in the strength that comes from embracing unique perspectives and experiences. Carefully selecting our team members, we invest in the growth and well-being of those who become part of our company.

We provide reasonable accommodations to qualified persons with disabilities following Canad Inns standards.

Thank you for considering a career with Canad Inns. We look forward to reviewing your application and potentially welcoming you to our team.