Guest Services Manager on Duty

Your primary role is to oversee hotel operations while ensuring every guest receives an exceptional experience and every department operates efficiently. As the Manager on Duty (MOD), you are responsible for maintaining the high standards of service, cleanliness, professionalism, and leadership expected at Columbia’s premier luxury hotel. Leadership & Operations: Oversee daily hotel operations and provide leadership support across multiple departments, including Front Desk, Housekeeping, Valet, and Laundry. Lead by example and ensure all team members are performing at optimal levels. Guest Experience: Deliver exceptional guest service by responding promptly and professionally to guest concerns, service recovery situations, and special requests to ensure complete guest satisfaction. Property Inspections: Conduct daily property walks and inspections to maintain cleanliness, safety, presentation, and operational standards throughout the hotel. Team Management: Monitor shift changes, conduct uniform inspections, communicate daily priorities, and hold team members accountable to hotel policies and service standards. Training & Development: Support employee growth through coaching, communication, accountability, and continuous improvement initiatives. Safety & Compliance: Maintain a safe and secure environment for guests, employees, and hotel assets while ensuring compliance with hotel policies and operational procedures. Teamwork: Collaborate closely with all hotel departments to ensure seamless communication, operational efficiency, and a consistent luxury guest experience. Assist operational departments as needed during high-demand periods. Requirements: Strong leadership, organizational, and communication skills Ability to lead multiple departments and diverse teams effectively Strong understanding of hotel operations and guest service standards Ability to maintain professionalism in a fast-paced environment Excellent problem-solving and conflict-resolution skills Passion for training, coaching, and team development Strong focus on cleanliness, presentation, and guest satisfaction Ability to manage labor and operational expenses responsibly Flexible schedule availability, including weekends and holidays Previous hotel management or hospitality leadership experience preferred Ability to work independently and make operational decisions in the absence of senior leadership Schedule: Monday & Tuesday: OFF Wednesday, Thursday & Sunday: 2:00 PM – 11:00 PM Friday & Saturday: 4:00 PM – 1:00 AM Weekend and holiday availability required. Requirements: Must be at least 18 years old with a High School Diploma/GED. Valid Driver’s License required. Front desk experience (preferred); Opera experience (preferred). Tech-savvy with basic math and problem-solving skills. Physical ability to run, climb stairs, and lift. Benefits & Details: Benefits: Health, Dental, Vision, and Life Insurance (FT only), Referral Program, Discounted meals f #J-18808-Ljbffr Ontario Trillium Foundation