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 operationsLead, coach, recruit, and develop Guest Services teamsManage check-in, check-out, accounts, and guest preferencesResolve complaints and service recovery situations professionallyMonitor performance, staffing, payroll, budgets, and labour costsRequirements:
Minimum two years of progressive hotel leadership experience preferredHospitality, Hotel Administration, or Business Administration education preferredExceptional guest service, communication, and conflict-resolution skillsStrong financial, organizational, problem-solving, and decision-making abilitiesFlexible availability for evenings, weekends, holidays, and varying shiftsBring Marriott standards, people development, operational judgment, and guest service leadership to Niagara Falls hotel operations.
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