Director of Guest Services - Marriott Fallsview Hotel & Spa

Company Description:

The Marriott Fallsview Niagara Falls Hotel & Spa enjoys the enviable distinction as being the closest hotel to Niagara Falls. As the area's premiere luxury hotel in Niagara Falls, this Marriott Niagara Falls Hotel overlooks the majestic waterfalls and is located just minutes away from a variety of exciting attractions and casinos, as well as the Niagara Falls Convention Centre.

We’re seeking a poised, perceptive, and experienced Director of Guest Services to join the leadership team at Marriott Fallsview Hotel & Spa.

This highly visible role oversees our Front Office, Valet, and Bell operations and plays a pivotal role in shaping the guest journey from arrival through departure. We believe the front of the hotel is more than an operation—it is our stage, our command center, and often the first promise of hospitality we deliver.

As Director of Guest Services, you will inspire, support, and develop high-performing teams while fostering a culture of genuine hospitality, accountability, and service excellence. You will be responsible for driving guest satisfaction, operational performance, associate engagement, and consistent execution of Marriott service standards, while ensuring every guest feels welcomed, valued, and cared for at every touchpoint.

We’re looking for a passionate hospitality leader who combines strong operational instincts with emotional intelligence, presence, and a genuine commitment to developing people. Someone who thrives in a fast-paced, high-volume environment, anticipates guest and operational needs, and understands how exceptional leadership translates into exceptional guest experiences.

Responsibilities and essential job functions include but are not limited to:

• Lead and oversee the day-to-day operations of the Front Office, Valet and Bell Services departments, ensuring efficient operations, exceptional service, and adherence to Marriott standards.
• Lead, coach, motivate, recruit, and develop Guest Services associates and leaders, fostering a culture of teamwork, accountability, respect, and collaboration.
• Maintain a highly visible presence in guest areas, particularly during peak periods, events, arrivals, and departures, to ensure smooth operations and support the Guest Services team.
• Ensure the smooth and efficient check-in and check-out of guests, including the accurate and professional handling of guest accounts.
• Deliver exceptional guest service by anticipating guest needs, empowering associates, and finding creative ways to say “Yes” while maintaining sound business practices.
• Proactively manage and resolve guest complaints, concerns, and service recovery situations in a timely, professional, and solutions-focused manner.
• Oversee VIP arrivals and departures, personally engaging with VIP guests when appropriate and ensuring their preferences and special requests are communicated to the appropriate departments.
• Ensure returning guests are warmly welcomed and that guest preferences, special requests, and relevant information are communicated effectively across departments.
• Ensure associates have comprehensive knowledge of hotel facilities, services, promotions, local attractions, events, and public services so they can confidently assist guests.
• Ensure a warm, welcoming, and engaging environment that reflects the Marriott service culture and consistently delivers a positive guest experience.
• Establish departmental goals, priorities, and action plans that support hotel objectives, guest satisfaction, service scores, and operational performance.
• Monitor service performance and guest feedback, providing ongoing coaching, guidance, and feedback to improve service delivery and achieve desired results.
• Conduct and/or ensure effective daily departmental pre-shifts and regular team communications to share operational priorities, guest information, expectations, and business objectives.
• Recognize and celebrate associate achievements and contributions, creating an environment where outstanding performance is acknowledged and encouraged.
• Partner closely with all hotel departments to support property operations, communicate important information, and resolve issues efficiently.
• Manage departmental staffing, scheduling, payroll, labour costs, while maintaining appropriate financial controls.
• Review and understand departmental budgets, operating statements, payroll reports, and other financial information to support effective business decisions and achieve financial targets.
• Ensure hotel policies, Marriott standards, and SOPs are administered fairly and consistently, including appropriate performance management and documentation.
• Ensure associates understand and follow all emergency plans, safety procedures, hotel policies, standards, and regulations, and respond appropriately to emergency situations.
• Other duties as assigned.

Job Requirement:

• Minimum 2 years of progressive leadership experience in hotel Front Office, Guest Services, Rooms Operations, or a related hotel operations management role preferred.
• College Diploma or University Degree in Hospitality Management, Hotel Administration, Business Administration, or a related field preferred. Equivalent hospitality leadership experience will also be considered.
• Exceptional guest service, interpersonal, communication, and conflict-resolution skills, with a genuine passion for creating memorable guest experiences.
• Demonstrated ability to lead, coach, mentor, motivate, and develop leaders and associates, while establishing clear expectations and maintaining high standards of performance and accountability.
• Strong organizational, time-management, problem-solving, and decision-making skills, with the ability to prioritize effectively and remain composed and solutions-focused in a fast-paced, high-volume hotel environment.
• Strong business and financial acumen, with experience managing staffing, labour costs, payroll, departmental budgets, productivity, and operating expenses.
• Ability to analyze guest satisfaction results, operational performance, financial information, and business trends and translate findings into effective action plans.
• Strong computer skills, including proficiency with Microsoft Word and Excel. Experience with Marriott systems, including MARSHA and other Marriott operating platforms, is considered an asset.
• Knowledge of Marriott brand standards, Marriott Bonvoy, guest recognition programs, and hotel operating procedures is considered an asset.
• Proven ability to build strong working relationships and collaborate effectively with leaders and associates across multiple hotel departments.
• Must demonstrate a high degree of professionalism, sound judgment, discretion, and leadership presence, particularly when managing sensitive guest, associate, or operational situations.
• Must be available to work a flexible schedule, including evenings, weekends, holidays, and varying shifts, based on hotel operations and business needs.

Why Work For Canadian Niagara Hotels?

No matter which business unit you join or where you begin your career, Canadian Niagara Hotels Group of Companies offers rewarding opportunities for growth. Offering more than 200 different career choices, we provide career training programs and opportunities developed by some of the world’s most valued brands among our 4 business segments – hotels, restaurants, specialty retail and entertainment/attractions. Our team members are empowered to deliver exceptional guest experiences while contributing to the continued success of our organization.

Benefits We Offer Our Associates:

• Comprehensive Health & Medical Coverage: Includes: Prescription Drugs, Dental Coverage, Life and AD&D, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance, among other benefits.
• Career Growth & Development:Opportunities for professional growth and development through cross training in various roles across multiple business properties.
• Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world renowned hotels, available only at properties operating under a brand name.
• Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
• Convenient Parking - Complimentary or reduced-rate parking, based on the specific location.

This is “Where Great Careers Happen” – Join a Team That Empowers You To Make A Difference, Deliver Results, And Grow Your Career. Take the Next Step In Building Your Career With Us!

https://canadianniagarahotelscareers.ca/

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We confirm that AI may be used in screening or assessing applicants at the application stage for more detailed consideration, and this position is an existing vacancy

We thank all applicants for their interest, however, only those selected for an interview will be contacted

We are committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.