Guest Services Manager

Leader. Problem-Solver. Guest Experience Champion. 
Sound like you? If you’re a natural leader who thrives on creating memorable guest experiences, empowering teams, and driving revenue – this is your moment. 

Who We Are 

SilverBirch Hotels & Resorts is one of Canada’s leading hotel management companies and manages a large portfolio of full-service, focused service and extended stay hotels across Canada. The company manages hotels operating under major franchise brands, such as Marriott and Hilton. 

Delta Hotels by Marriott Halifax Downtown (formerly Hotel Halifax) is in the midst of an exciting transformation – and we’re looking for a Guest Services Manager to lead our front-of-house team and champion the guest experience from check-in to check-out. 

In this role, you’ll be the heartbeat of our lobby, leading by example, coaching your team, and ensuring every guest feels welcomed, valued, and cared for. 

Why You’ll Love Working with Us 

Join a supportive team where innovation and teamwork thrive! We prioritize a people-first approach, contribute to the community, take green initiatives, and focus on career growth with ample opportunities. Enjoy a prime location in the heart of downtown Halifax, close to everything! 

• Competitive Compensation & Bonus: Performance-based Equitable Compensation Plan, Generous Time Off, Comprehensive Insurance, Short-term Incentive Plan, RRSP Matching, Exclusive Hotel Discounts, etc. 

• The Extras That Matter: Staff meals, F&B discounts, free monthly indoor parking, and free access to our fitness center and pool. 

• Learning & Development: Career growth opportunities within SilverBirch and Marriott, plus access to our Learning Management System with over 3,000 courses. 

• Workplace Wellness and Inclusion: Comprehensive resources including an active OH&S Committee promoting workplace safety, EFAP-accessible mental health support, inclusive DE&I initiatives, and accommodation practices that prioritize employee wellbeing and belonging. 

What You’ll Do 

• Provide leadership, training, and support to Guest Services associates, ensuring consistency in service delivery and operational excellence. 

• Actively coach and lead associates through guest problem resolution, turning service opportunities into moments of loyalty. 

• Lead, motivate, and coach your team to maximize productivity, engagement, and satisfaction, including supporting incentive programs where applicable. 

• Promote interdepartmental cooperation to ensure seamless guest experiences across Front Office, Housekeeping, Sales, and F&B. 

• Practice revenue management fundamentals to maximize occupancy and average rates while maintaining high-quality guest service. 

• Ensure accuracy of room block assignments, special requests, and VIP accommodations; distribute VIP lists with care. 

• Serve as a key member of the Hotel RevMax Team, contributing to transient and third-party website strategies; attend Sales and RevMax meetings as required. 

• Support SilverBirch Brand Reservations and all booking channels to ensure accuracy and rate parity. 

• Communicate rate strategies and revenue expectations to Front Office and Reservations teams to maximize revenue potential. 

• Collaborate with Sales on group booking status and maintain room rate control and availability. 

• Train and monitor Rewards Program requirements to ensure brand standards and objectives are met. 

• Other related duties as assigned. 

How You Excel 

• A natural leader and coach who brings out the best in others. 

• Self-starter with initiative to see assignments through to completion. 

• Strong organizational skills with the ability to prioritize tasks and manage competing demands. 

• Analytical mindset with sharp attention to detail. 

• Excellent verbal and written communication skills, with a strong customer service focus and problem resolution abilities. 

• Passionate about creating a positive, high-performing team culture. 

How We Thrive in Our Working Environment 

Where You’ll Work: 

You’ll be based in a dynamic front office environment, with time spent at the desk, in back-of-house spaces, and throughout the hotel lobby. You’ll be where the action is, connecting with guests and leading your team in real time. 

When You’ll Work: 

Hospitality is a 24/7 industry, and our teams show up for each other. This role requires flexibility to work a variety of shifts, including days, afternoons, evenings, weekends, and holidays. We believe in balance and support our leaders to manage their time effectively. 

What You Bring 

• Minimum three (3) years of experience in guest services, with previous supervisory or leadership experience strongly preferred. 

• Strong proficiency in Microsoft Word, Excel, and property management systems (LightSpeed or similar). 

• Post-secondary education in Hospitality Management or a related field is an asset. 

Ready to Lead the Way? 

If you’re a passionate leader who believes great service starts with great people, and you’re ready to make your mark at a property on the rise, we’d love to meet 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. 

Thank you for your interest! We sincerely appreciate you taking the time to apply. While we’d love to respond to everyone, only shortlisted candidates will be contacted for screenings and interviews. Wishing you all the best.