Manager, Guest Services Operations (St. John's)

Where exceptional guest experiences begin with leadership, strategy, and service excellence. Property: Fairfield by Marriott, St. John’s, Newfoundland (Marriott franchised property) Department: Rooms Division – F&B; & Guest Services Job Type: Focus Service – Salaried Reports to: General Manager Overview At the Fairfield by Marriott, St. John’s, Newfoundland, a Marriott franchised property, we know that every detail of the guest journey matters from check-in to departure, from breakfast service to banquets. Our Manager, Guest Services Operations leads both the Front Office and the hotel’s food & beverage functions, ensuring a seamless, high-quality guest experience across all guest-facing areas. If you are a strong leader with a passion for hospitality, operational versatility, and a drive to deliver results, this role offers the opportunity to make a meaningful impact every day. What You’ll Do Front Office Leadership - Lead and support the Guest Services team, providing coaching, training, and guidance to associates. - Resolve guest concerns quickly and effectively, modeling best practices in service recovery. - Maintain strong communication within the department and across teams to ensure seamless operations. - Motivate and coach associates, foster productivity, engagement, and satisfaction. - Promote interdepartmental cooperation to enhance both guest and employee experiences. - Apply revenue management principles to maximize occupancy, rates, and overall hotel revenue. - Oversee room block assignments, VIP accommodations, and special guest requests. - Serve as a key member of the Hotel RevMax Team, collaborating on rate strategies, distribution channels, and third-party positioning. - Ensure all booking channels reflect accurate information and maintain rate parity. - Communicate revenue strategies and daily expectations to the Front Office and Reservations teams. - Partner with Sales to manage group booking status and room availability. - Utilize StayPMS to manage daily front desk operations, reservations, check-ins/check-outs, and guest folios. Food & Beverage Oversight - Serve as the direct manager to the salaried F&B; Supervisor, providing leadership, performance coaching, and operational direction. - Oversee all aspects of breakfast service, ensuring consistency, quality, and Fairfield Inn brand standards are met daily. - Oversee banquet service operations, including setup, service execution, and breakdown for group events. - Collaborate with the F&B; Supervisor to maintain inventory, cost controls, and health & safety compliance. - Ensure F&B; associates are properly trained in service standards, food handling, and guest engagement. - Partner with the General Manager and F&B; Supervisor on F&B; budgeting, forecasting, and profitability goals. General Operations & Administration - Monitor departmental goals, collecting progress reports from supervisors and other department Managers. - Ensure associates have the tools, access, and resources needed for success. - Maintain performance review records, new hire documents, and communication logs. - Manage timecards, scheduling, and labor standards to ensure efficient operations across Front Office and F&B.; - Oversee guest communication platforms and extranets, ensuring prompt follow-up on post-stay feedback. - Perform additional duties and projects assigned by leadership. What You Bring - Post-secondary education in Hospitality Management, Business Administration, or related fields. - Minimum 4 years of progressive leadership experience in guest services, front office, or food & beverage operations. - Solid leadership and coaching skills with a passion for developing people. - Excellent organizational, analytical, and problem-solving abilities. - Strong verbal and written communication skills with a customer service focus. - Ability to work independently, prioritize tasks, and follow through to completion. - Proficiency in Microsoft Word, Excel, and network systems. - Working knowledge of StayPMS is strongly preferred. - Hospitality education is an asset. - Experience overseeing breakfast or banquet service is strongly preferred. - Familiarity with Marriott brand standards and franchised property operations is an asset. Working Conditions - Primarily office-based with regular guest-facing responsibilities across front desk and F&B; service areas. - Standing and moving for extended periods throughout the shift. - Guest-facing environment requiring a professional appearance and demeanor. - Flexibility to work a variety of shifts including days, evenings, weekends, and holidays as required. What We Offer - A collaborative and supportive leadership team environment. - Opportunities for career advancement and professional development. - Competitive wages and benefits. - Employee discounts on hotel stays, dining, and more. Living Our Values At SilverBirch Hotels & Resorts, we live by our core values: Engagement – Quality – Performance – Growth – Integrity If you are interested in joining SilverBirch Hotels & Resorts, we want to hear from you! SilverBirch Hotels & Resorts is supportive of workforce diversity and encourages applications from qualified individuals. SilverBirch Hotels & Resorts welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Notice to potential job applicants: If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts does not require job applicants to pay a fee for a job application or opportunity; and does not make unsolicited offers of employment. Benefits - Company events - Dental care - Disability insurance - Discounted or free food - Employee assistance program - Life insurance - On-site parking - Paid time off - RRSP match - Vision care Work Location: In person Apply on Kit Job: kitjob.ca/job/2o346g