This premier full-service hotel in Northwestern Ontario is seeking a hands-on Guest Services Manager to lead Front Office operations and elevate the guest experience. Reporting to the General Manager, you will oversee all front office functions including arrivals, departures, reservations, and night audit, ensuring every guest interaction is delivered with consistency, professionalism, and care. You will play a key leadership role in developing the Front Office team, coaching and supporting staff to deliver high service standards in a fast-paced, guest-facing environment. You will foster a culture of accountability, teamwork, and genuine hospitality, where the team feels empowered to deliver exceptional experiences. You will also support key operational outcomes including occupancy, RevPAR, and front office efficiency, while maintaining strong controls around cash handling, guest security, and reporting. The ideal candidate is calm under pressure, highly organized, and confident leading from the front in a visible operational role.
The base salary range is $55,000 - $60,000
Description
- Oversee daily Front Office operations including arrivals, departures, reservations, and night audit
- Lead, coach, and develop Front Desk and Guest Services team members
- Ensure consistent delivery of exceptional guest experiences and service recovery when required
- Maintain strong front office controls including cash handling, credit processes, and guest security
- Support revenue performance including occupancy and RevPAR objectives
- Monitor, prepare, and maintain front office reporting and operational documentation
- Manage scheduling within budget while ensuring optimal service coverage
- Drive training consistency across systems, service standards, and operational procedures
- Collaborate with other departments to ensure seamless guest experience delivery
- Assist with recruitment, onboarding, and performance management of team members
- Contribute to budgeting, planning, and operational strategy as required
- Act as Manager-on-Duty as scheduled
Requirements
- Previous experience in Front Office or Guest Services leadership within a hotel environment
- Strong working knowledge of property management systems and Microsoft Office
- Solid understanding of hotel operations, guest service standards, and front office controls
- Exposure to revenue management principles considered an asset
- Strong communication skills, both written and verbal
- Proven ability to lead, coach, and develop teams in a fast-paced environment
- Highly organized with strong time management and problem-solving ability
- Ability to remain calm, professional, and guest-focused under pressure
- Flexible availability including evenings, weekends, holidays, and Manager-on-Duty shifts
- Valid Class G driver’s licence required
Corporate Culture
- Opportunity to join a respected, growing Canadian hospitality organization
- Collaborative, team-focused culture built on accountability, recognition, and engagement
- Fast-paced environment with exposure to a full-service, high-volume operation
- Career development and leadership growth opportunities
- Education reimbursement support
- RRSP matching program
- Annual wellness credit
- Team member referral program
- Structured leadership development and training support
- Team events and recognition programs
- Discounted hotel stays across the portfolio
- Inclusive, people-first workplace culture
Contact Sara Brown at or submit your resume in confidence below.
CANEAST
Pay: $55,000.00-$60,000.00 per year
Benefits:
- Dental care
- Extended health care
- RRSP match
- Store discount
- Tuition reimbursement
- Wellness program
Application question(s):
- Do you have previous leadership experience in Front Office or Guest Services within a hotel environment?
- Do you have experience overseeing front desk operations including reservations, arrivals/departures, and night audit?
- Are you proficient in using property management systems (PMS) and Microsoft Office?
- Are you based in Thunder Bay, ON, or a nearby location and are available to work flexible shifts, including evenings, weekends, holidays, and Manager-on-Duty assignments?
Licence/Certification:
- Class G driver’s licence? (required)
Work Location: In person
