About Us
SG HIEX Welland Inc. is proud to be part of the IHG franchise family. We are excited to introduce our first IHG property within the portfolio, the award-winning Holiday Inn Express & Suites, 224 Power Drive, Welland L3B 5N4. Located just minutes from Niagara Falls and the region’s renowned wineries, our hotel offers a uniquely serene setting where guests can enjoy views of open fields, a peaceful pond, and local wildlife right from the breakfast area.
We are seeking career-minded individuals who share our passion for genuine hospitality. Our commitment is to consistently exceed guest expectations through exceptional service, unmatched cleanliness, and memorable experiences. A perfect stay is not just our standard; it is what we deliver every day. We take pride in supporting our team and creating an environment where service excellence defines our culture. If you are dedicated, guest-focused, and motivated to build a rewarding career in hospitality, we welcome you to join our team.
Position Summary
Accomplished Front Desk Manager with experience overseeing hotel operations, leading diverse teams, and delivering exceptional guest experiences. Proven ability to manage cross-departmental functions, implement operational improvements, and maintain compliance with IHG brand standards, health and safety regulations, and corporate policies.
Results-driven professional with expertise in hotel operations, team leadership, revenue optimization, and guest satisfaction. Skilled in coordinating multi-departmental activities, managing corporate and leisure guest needs, and implementing effective operational improvements. Demonstrates strong capabilities in strategic planning, customer service excellence, and staff development while maintaining high service standards and operational performance.
-Main Duties and Responsibilities-
Operational Leadership
- Lead and oversee daily hotel operations to ensure efficient performance across the front office, housekeeping, food & beverage, and support departments.
- Monitor operational metrics, identify areas for improvement, and implement corrective measures to enhance service quality and efficiency.
- Ensure full adherence to IHG brand standards, corporate protocols, and local health and safety regulations.
- Implement revenue optimization strategies, analyze occupancy and rate trends, and prepare financial and operational reports for senior management.
- Establish and regularly review operational guidelines and departmental procedures to support efficient workflows and consistent service delivery.
- Oversee financial planning activities by tracking departmental spending, monitoring income performance, and maintaining cost efficiency.
Guest Experience and Service Excellence
- Establish and maintain high service standards, promptly addressing guest concerns to ensure satisfaction, loyalty, and repeat business.
- Promote and enroll guests into the IHG One Rewards program while delivering personalized service that strengthens brand loyalty.
- Manage and analyze guest arrival reports and post-stay surveys to identify service gaps and implement effective improvements.
- Lead service excellence initiatives aimed at improving guest feedback scores and overall hotel ratings.
- Resolve guest concerns and service issues professionally to maintain positive guest relationships and brand reputation.
Staff Leadership and Development
- Recruit, onboard, train, and mentor employees while fostering a culture of teamwork, accountability, and continuous improvement.
- Conduct performance evaluations, coaching sessions, and staff development planning to support employee growth and productivity.
- Facilitate ongoing training related to brand standards, customer service, operational procedures, and workplace safety.
- Organize employee work schedules and allocate staffing resources to maintain smooth daily operations and appropriate coverage levels.
Vendor Coordination & Promotions
- Coordinate with vendors and suppliers to ensure timely delivery of goods and services required for daily operations and special events.
- Work closely with suppliers to secure required products and services while ensuring favorable terms, quality standards, and timely delivery.
- Collaborate with sales and marketing teams to design and implement promotions, packages, and initiatives targeting leisure and corporate clientele.
- Liaise with corporate clients and group organizers to coordinate and finalize arrangements for meetings, events, and group stays within hotel facilities.
Process Improvement and Strategic Planning
- Analyze operational processes to identify inefficiencies and implement solutions that improve workflow, productivity, and service quality.
- Analyze historical performance data and forecasting reports to support informed management decision-making.
- Use guest feedback, audit findings, and operational metrics to guide continuous improvement initiatives.
- Contribute to rate planning and promotional initiatives designed to strengthen market positioning and increase overall revenue.
- Participate in strategic planning discussions and contribute to long-term operational and financial objectives.
Key Skills and Competencies
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Bachelor’s Degree.
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2 3 years of experience as a Front Desk Manager.
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Proficiency in English language
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Ability to analyze guest arrival data and feedback surveys to identify service gaps and implement solutions.
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Proven leadership and staff management experience within a hotel environment.
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Operational planning and workflow optimization.
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Knowledge of budgeting, cost control, and revenue management.
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Guest service excellence and complaint resolution.
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Event coordination, vendor management, and corporate client relations.
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Comprehensive knowledge of IHG brand standards and loyalty programs is preferred.
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Workplace safety, emergency response, and compliance management.
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Working knowledge of MS Word, MS Office, MacOS, QuickBooks, Central Reservations System (CRS), and MS Excel.
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Valid driver’s license and criminal record check required.
Preferred Professional Training & Certifications
- IHG Hotel Experience Champion Service Excellence Leadership
- IHG Brand Standards & New Colleague Orientation
- IHG Brand Overview & Member Recognition Training
- IHG University Certification Operations, Service Culture, Guest Experience
- Human Trafficking Awareness & Prevention Certification
- First Aid Certification
- CPR Certification
- WHMIS Certification
- Worker Health and Safety Awareness (Ontario 4 Steps)
What We Offer
Remuneration: $40 $45 per hour.
Benefits: Standard company benefits including health, Vision and dental coverage, life insurance.
Other Benefits : Free parking available, On-site amenities, paid training opportunities, and paid mileage
Employment Period: Permanent
Employment Type: Full-time
Contact Information
You can call us at 905-735-9999 or email us at
