Niagara Falls-based Canadian Niagara Hotels Group of Companies is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come! We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few. Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.
The Director of Front Office and Guest Experience is responsible for overseeing all aspects of the Front Office operations to ensure the highest levels of guest satisfaction, service excellence, and operational efficiency. This leadership role requires a dynamic and service-driven professional who can inspire and develop the Front Office team, foster cross-department collaboration, and uphold brand standards while achieving financial and service goals.

Responsibilities include but are not limited to:

• Oversee the smooth, efficient, and professional daily operation of all Front Office functions, ensuring alignment with brand standards and guest service expectations.
• Maintain high visibility in guest areas during peak times to support operations, engage with guests, and assist Associates when needed.
• Recruit, train, mentor, and develop all Front Office Associates; regularly review staffing levels to ensure optimal guest service, operational coverage, and financial results.
• Motivate and guide the Front Office Team by setting clear goals, providing coaching and feedback, and recognizing contributions to enhance team performance and engagement.
• Actively monitor guest satisfaction scores, feedback, and service trends; develop and implement strategies to continuously improve the guest experience.
• Ensure that returning guests and VIPs are personally recognized and welcomed, with their preferences and special requests communicated and delivered seamlessly.
• Provide leadership in resolving guest concerns or complaints, using creative problem-solving and maintaining a “Hospitality Culture” philosophy.
• Ensure all Associates are knowledgeable about hotel services, promotions, facilities, local events, and public services to proactively support guest needs.
• Ensure compliance with all hotel policies, brand standards, emergency procedures, and regulatory requirements.
• Oversee cost control measures and department budgets, implementing systems to monitor and manage all controllable expenses.
• Maintain strong collaboration with other hotel departments (Housekeeping, Food & Beverage, Engineering, etc.) to ensure seamless guest experiences.
• Uphold and model appropriate standards of conduct, dress, hygiene, and appearance for the Front Office team.
• Lead and manage guest loyalty and recognition programs, ensuring consistent delivery of guest loyalty benefits and experiences.
• Perform other duties as assigned.

Job Requirements

• Minimum 4 years’ experience in a management capacity in Front Office/Guest Services within a world-renowned hotel brand (Branded 4 Star experience strongly preferred).
• College diploma or university degree in Hotel Management, Hospitality, Business Administration, or related field preferred.
• Proven track record of achieving high guest satisfaction, employee engagement, and financial performance.
• Strong leadership skills with the ability to inspire, coach, and develop a diverse team.
• Exceptional customer service mindset with excellent interpersonal, communication, and listening skills.
• Highly organized, detail-oriented, and able to manage multiple priorities under pressure.
• Skilled in problem analysis, decision-making, and creative resolution of operational challenges.
• Demonstrated proficiency with hotel PMS systems, Microsoft Word, and Excel.
• Flexible availability to work varied shifts including evenings, weekends, and holidays as business demands.

To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA
We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Companies candidate selection process, including personal interviews in many circumstances, wherever possible and practical.

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Job Type: Full-time

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• Paid time off

Work Location: In perso

• Oversee the smooth, efficient, and professional daily operation of all Front Office functions, ensuring alignment with brand standards and guest service expectations.
• Maintain high visibility in guest areas during peak times to support operations, engage with guests, and assist Associates when needed.
• Recruit, train, mentor, and develop all Front Office Associates; regularly review staffing levels to ensure optimal guest service, operational coverage, and financial results.
• Motivate and guide the Front Office Team by setting clear goals, providing coaching and feedback, and recognizing contributions to enhance team performance and engagement.
• Actively monitor guest satisfaction scores, feedback, and service trends; develop and implement strategies to continuously improve the guest experience.
• Ensure that returning guests and VIPs are personally recognized and welcomed, with their preferences and special requests communicated and delivered seamlessly.
• Provide leadership in resolving guest concerns or complaints, using creative problem-solving and maintaining a “Hospitality Culture” philosophy.
• Ensure all Associates are knowledgeable about hotel services, promotions, facilities, local events, and public services to proactively support guest needs.
• Ensure compliance with all hotel policies, brand standards, emergency procedures, and regulatory requirements.
• Oversee cost control measures and department budgets, implementing systems to monitor and manage all controllable expenses.
• Maintain strong collaboration with other hotel departments (Housekeeping, Food & Beverage, Engineering, etc.) to ensure seamless guest experiences.
• Uphold and model appropriate standards of conduct, dress, hygiene, and appearance for the Front Office team.
• Lead and manage guest loyalty and recognition programs, ensuring consistent delivery of guest loyalty benefits and experiences.
• Perform other duties as assigned