At DoubleTree by Hilton, we pride ourselves on creating a warm welcome and unforgettable experiences for our guests. As part of the Hilton family, we believe hospitality starts from within — for both our guests and our team members. We are seeking a dynamic Guest Service Manager to lead our front office team and help ensure exceptional service is delivered consistently.

QUALIFICATIONS

• 3+ years of experience in management, preferably in a Hilton branded hotel.
• Diploma or degree in Hospitality Management or related field preferred.
• Proven leadership, team-building, and conflict resolution skills.
• Knowledge of PMS systems (e.g., OnQ or PEP) is a strong asset.
• Familiarity with Ontario Health & Safety legislation.
• First Aid & CPR certification (or willingness to obtain).

KEY RESPONSIBILITIES, BUT NOT LIMITED TO;

• Supervise and support the front desk to ensure seamless guest experiences.
• Address guest complaints and resolve issues in a timely and professional manner.
• Maintain a visible presence in the lobby and assist with high-traffic check-in/check-out periods.
• Train, schedule, and evaluate front office team members.
• Ensure compliance with Hilton brand standards and operational procedures.
• Collaborate with housekeeping, maintenance, and food & beverage teams for efficient guest service delivery.
• Prepare reports on occupancy, arrivals/departures, and guest feedback.
• Enforce and support adherence to Ontario Occupational Health and Safety Act (OHSA) regulations, and the hotel’s Health & Safety policies.
• Promote a culture of safety, accountability, and employee well-being.

HEALTH & SAFETY RESPONSIBILITIES

• Ensure a safe work environment in compliance with the Occupational Health and Safety Act (OHSA) of Ontario.
• Conduct regular safety inspections and audits in guest service areas.
• Report and investigate all incidents, near misses, and hazards.
• Maintain up-to-date records of employee safety training, workplace inspections, and first aid certifications.
• Participate in and support the Joint Health and Safety Committee (JHSC) initiatives.
• Ensure team adherence to WHMIS protocols and the use of personal protective equipment (PPE) where required.