Job Description:

The Guest Services Manager is responsible for leading the day-to-day operations of the Guest Services team while delivering exceptional hospitality and service to guests. This role oversees guest interactions, staff supervision, scheduling, training, and service standards to ensure a seamless and professional guest experience across multiple hotel properties. The Guest Services Manager works closely with operational departments and leadership to resolve guest concerns, support front office functions, and maintain high standards of service, communication, and accountability.

This position requires flexibility to work at multiple locations in the Vancouver area, including all downtown properties, and occasionally at Level Richmond and Steveston Waterfront Hotel, as operational needs require.

Perks & Benefits:

• Comprehensive Benefits Package that provides extended health care, dental care, vision care, life insurance, and critical illness.
• Continuous learning opportunities with an annual educational allowance.
• Generous referral program ranging from 500-$2,500 depending on business need.
• Regular consistent team-building activities and events.
• Discounts to local amenities and vendors.
• Discounted hotel stays in multiple locations through our Hospitality offerings.

What Will You Do?

• Deliver exceptional guest service by handling all interactions with professionalism, discretion, and a hospitality-focused approach, accommodating special requests whenever possible
• Address and resolve guest concerns promptly; assist with inquiries related to services, hours of operation, events, directions, and property information
• Respond to guest requests accurately and efficiently, providing recommendations based on local knowledge and company standards
• Supervise, train, and, when necessary, discipline Guest Services staff
• Prepare and manage staff schedules for the Guest Services desk
• Support Guest Services Agents to ensure completion of assigned duties and maintain service standards
• Process incoming and outgoing packages, mail, messages, and faxes in a timely and accurate manner
• Ensure compliance with company Work Rules and Standards of Conduct
• Maintain professional and collaborative working relationships with team members and leadership
• Assist with the timely collection of deposits and guest payments
• Verify accuracy of guest accounts, including arrivals, departures, and in-house stays
• Coordinate closely with operations departments and sales teams to ensure timely communication to Guest Services staff
• Handle emergency situations effectively and in accordance with company procedures
• Travel to and work from various locations across Metro Vancouver as required
• Perform additional duties as assigned by the Front Office Manager, Operations Manager, or General Manage

What You Bring:

• 2 years experience in a manager or supervisor role
• High School Degree or equivalent
• Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows
• Excellent customer service orientation and excellent interpersonal skills
• Excellent oral and written communication skills.

Salary Range:

$60,000-63,000

About The Company:

Onni

For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use:

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws.

All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

How To Apply:

Please apply through the link on the job posting and attach your resume and any other required documents.

We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.