Job Description

Job Title: Guest Service Manager
Location: DoubleTree by Hilton St. John's Harbourview

Position Overview:

DoubleTree by Hilton St. John's Harbourview is looking for an enthusiastic and service-driven Guest Service Manager to lead our front office team. This leadership role is key to ensuring seamless front desk operations and creating exceptional guest experiences that reflect Hilton's hospitality promise. You will serve as a champion of service excellence, team mentorship, and operational efficiency.

The ideal candidate is approachable, professional, and detail-oriented, with a natural ability to anticipate guest needs and a passion for hospitality. You should be a confident decision-maker who thrives in a fast-paced environment and understands the importance of a personalized guest experience.

Key Responsibilities:

Guest Relations & Experience:

Welcome and assist guests with check-in, check-out, and general inquiries in a courteous and professional manner. Proactively anticipate guest needs and personalize their experience. Resolve guest concerns quickly and effectively, ensuring satisfaction. Gather guest feedback and implement strategies for continuous improvement. Collaborate with other departments to ensure a seamless, high-quality experience throughout the guest journey.
Front Desk & Operational Oversight:

Oversee all front desk operations, including reservations, room assignments, and billing accuracy. Ensure smooth execution of daily procedures and compliance with DoubleTree by Hilton brand standards. Coordinate and manage scheduling for Guest Service Agents, Night Auditors, and Supervisors. Support accurate accounting processes by verifying guest accounts and assisting with billing and invoicing tasks.
Team Leadership & Development:

Recruit, train, and mentor front office team members to deliver top-tier service. Create a positive, team-oriented work environment that promotes engagement and accountability. Provide coaching and performance evaluations to support professional development.
Quality & Brand Standards:

Ensure adherence to cleanliness, safety, and Hilton hospitality standards. Conduct regular inspections and address any service or operational issues promptly.
Qualifications & Skills:

Minimum 1-3 years of supervisory or management experience in front office or guest services; Microsoft and Hilton's PEP property management system experience is an asset. Exceptional leadership, communication, and conflict resolution skills. Highly organized with the ability to multitask and prioritize in a fast-paced environment. Proficient in hotel management systems and Microsoft Office Suite. Basic accounting knowledge is an asset. Diploma or degree in Hospitality Management or a related field preferred, but not required.
Why Join Us?

At DoubleTree by Hilton St. John's Harbourview, we believe in creating warm, memorable experiences for our guests and for our team. Join us in a leadership role where your ideas, passion, and commitment to service excellence will make a lasting impact.

Apply today and help us shape unforgettable stays, one guest at a time.

Job Type: Part-time

Benefits:

Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Vision care
Schedule:

8 hour shift Day shift Evening shift Monday to Friday Morning shift Night shift On call Overtime Weekends as needed
Work Location: In person