Manager, Guest Services Operations 

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.