The Job
This role is responsible for overseeing and managing all aspects of the hotel in the absence of the General Manager to ensure smooth operations across all departments. You will see that the hotel team is consistently meeting our brand standards, foster a positive and productive work environment, and ensure that our guests consistently receive an exceptional experience while with us, from the service they receive to the physical facility.
*This position is being posted to fill a current vacancy in our organization.
What You'll Do
- Work collaboratively with all departments to ensure smooth operations, hotel standards are adhered to, emergency situations are handled properly, and ensure guests needs are consistently being met or exceeded
- Manage and resolve all Guest complaints or concerns promptly and effectively with the goal of 100% guest satisfaction
- Support the hotel team by assisting any department as required to ensure uninterrupted service to our guests (i.e. guest check-in, guestroom deliveries, restaurant, banquets, parking garage, bell services, etc.)
- Address and correct employee performance and behaviour concerns in the absence of the Department Head Manager
- Be present in the hotel lobby and other public areas, particularly during busy times, to greet and engage with all guests and assist with inquiries, requests, baggage, and generally making them feel welcome
- Conduct property walks and perimeter checks, including parking garage, to ensure safety and security of the hotel, our guests and employees, and ensure the property is clean and presentable at all times (i.e. light bulbs working, garbage removed, room service trays picked up, etc.)
- Stay current with all hotel offerings, services, policies and procedures, hotel and local events/activities
- Work closely with Guest Services Manager to monitor Guest satisfaction reports and implement actions to improve results
- Complete daily MOD report detailing any issues and resolutions and forward to the management team for review
- Create and maintain a collaborative, respectful working environment where staff are respectful, supportive, provided the proper tools/training to do their jobs, and treated fairly
- Coordinate procedures and systems to ensure hotel policies and practices are administered on a consistent and equitable basis
- Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
- Oversee and participate in the recruitment and onboarding process to ensure service levels are maintained using an inclusive hiring approach and in compliance with provisions in the Ontario Human Rights Code (OHRC), the Accessibility for Ontarians with Disabilities Act (AODA) and any other applicable legislation.
- Maintain a positive, welcoming and inclusive working environment to attract and retain qualified talent
The above areas of responsibility are not all inclusive and may be amended from time to time.
Who We're Looking For
- Completion of a 2-year community college diploma in related area or equivalent
- Minimum 4 years of diverse hotel experience
- Minimum 2 years experience in a management role with a strong understanding of a full service hotel operation
- Ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Must be effective in handling problems with tact and diplomacy, including anticipating, preventing, identifying and solving problems as necessary.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Passion for customer service excellence
- Strong communication skills both written and verbal
- Excellent time management skills with the ability to prioritize and multitask
- Strong computer skills – experience with MARSHA and Opera an asset
- Must possess strong interpersonal skills and the ability to work and communicate effectively within a diverse team environment
- Ability to work effectively in a multi‐cultural environment with co‐workers, clients and partners
- Must be flexible to work evening and overnight hours
Why Join Us?
- Starting annual salary begins at $52,000
- Join a supportive team that values your skills, dedication, and growth.
- Advance your career through hands-on experience and clear development opportunities.
- Be part of a reputable hotel known for delivering exceptional guest service and quality.
- Enjoy job stability, competitive benefits, and flexible scheduling that supports work-life balance.
- Create meaningful, memorable experiences for guests from all over the world.
At Delta Hotels by Marriott Kingston Waterfront, your work matters — every day you’ll contribute to a team committed to excellence and making every guest’s stay extraordinary. Join us and be part of something special!
Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.
Working for our Delta Hotels by Marriott Kingston Waterfront property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more!
We are committed to contribute to a systemic change in equity, diversity, and inclusion. Diamond Hotels is proud to be an equal opportunity employer. We commit to identify, prevent, and eliminate discrimination and harassment in all its forms with respect to race, color, ancestry, place of origin, physical or mental disability, sex, gender identity or expression, sexual orientation, age, religion, political belief, marital status, or family status of that person or that group or class of persons.
We are further committed to compliance with all fair employment practices relating to citizenship and immigration status. In recruiting for our team, we want to know more about the collective sum of your experiences, knowledge, innovation, self-expression, and talent that you invest in your work. We encourage members of designated groups and Indigenous Peoples to self-identify and apply.
We will also make accommodation available to job applicants with disabilities in the recruitment process. During this process, if an applicant requests accommodation, please contact Human Resources at 613-650-5420 and we will consult with the applicant and arrange for a suitable accommodation that takes into account the applicant’s accessibility needs.
Pay: From $52,000.00 per hour
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
