Hotel Guest Services Director

Lead Front Office, Valet, and Bell operations at Marriott Fallsview Hotel & Spa in Niagara Falls, shaping service from arrival through departure.

As Director of Guest Services, you will oversee daily operations while developing associates and leaders. The role emphasizes Marriott standards, guest satisfaction, service recovery, and operational performance. You will combine hospitality leadership with financial oversight, communication, and decision-making.

Key Responsibilities:

• Oversee Front Office, Valet, and Bell Services operations
• Lead, coach, recruit, and develop Guest Services teams
• Manage check-in, check-out, accounts, and guest preferences
• Resolve complaints and service recovery situations professionally
• Monitor performance, staffing, payroll, budgets, and labour costs

Requirements:

• Minimum two years of progressive hotel leadership experience preferred
• Hospitality, Hotel Administration, or Business Administration education preferred
• Exceptional guest service, communication, and conflict-resolution skills
• Strong financial, organizational, problem-solving, and decision-making abilities
• Flexible availability for evenings, weekends, holidays, and varying shifts

Bring Marriott standards, people development, operational judgment, and guest service leadership to Niagara Falls hotel operations.

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