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.