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.
- Strong 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
