Guest Services Manager

The Waring House Inn, Conference Centre & Cookery School is a 49‑room country inn featuring two restaurants, a conference and banquet centre, meeting rooms, and a recreational cookery school. We are seeking an experienced and guest‑focused Guest Services Manager to lead our front desk team and help deliver exceptional hospitality.

The Guest Services Manager oversees all front desk operations and ensures a seamless, welcoming, and memorable experience for every guest. This role supports and leads the Guest Services team, maintains strong communication across departments, and manages the 5 Star PMS to optimize efficiency and accuracy.

You will work closely with department managers and the Innkeeper to ensure room and event information is current, guest experiences are consistent and high quality, and regional tourism information is up to date.

Responsibilities:

• Lead, train, mentor, and support the Guest Services team
• Ensure all front desk operations run smoothly and professionally
• Deliver exceptional customer service and resolve guest concerns with care and efficiency
• Manage room bookings, dining reservations, cancellations, modifications, and special event inquiries
• Work with third-party booking agents and adhere to reservation policies
• Handle guest feedback and ensure it is communicated appropriately
• Support guest needs after housekeeping hours, including delivering supplies or completing minor tasks when required
• Encourage satisfied guests to share reviews
• Address unexpected situations, including reservation challenges, guest concerns, and interdepartmental issues
• Conduct staff reviews and provide constructive feedback
• Ensure accuracy in billing, documentation, and security procedures
• Maintain a calm, professional presence in a fast-paced environment
• Support staff and guests in situations involving diversity, unacceptable behaviour, or harassment

Qualifications:

• Hospitality industry experience, including leadership responsibilities
• Strong communication, interpersonal, and problem-solving skills
• Excellent time-management and organizational abilities
• Strong technical and computer skills, including PMS experience (5-Star PMS experience is an asset)
• Post-secondary training in hospitality or IT (preferred)
• A commitment to delivering a superlative guest experience

Why Join Us?

At The Waring House, you’ll be part of a dedicated team that values professionalism, warmth, and genuine hospitality. This role is ideal for someone who thrives in a dynamic environment and is passionate about creating memorable guest experiences.

Please send you application to: [email protected] with Guest Services Manager in the subject line.