Guest Services Floor Supervisor

1 week ago

Niagara Falls, Ontario, Canada Niagara Falls Convention Centre Full time

Key Responsibilities include but are not limited to:

  • Proactively monitoring Client functions, spending 95% of each shift interacting with Meeting Professionals and their attendees, ensuring that customer satisfaction is met and exceeded;
  • Guiding Guest Service Representatives to deliver quality service aligned with NFCC standards and event objectives;
  • Liaising with the Event Management Team, audiovisual suppliers, service contractors and production companies ensuring that NFCC's exemplary customer service standards are upheld;
  • Promoting and upselling all services of NFCC's official and exclusive suppliers;
  • Assuming responsibility of Manager on Duty as required for scheduled events;
  • Conducting initial introductory site inspections with Clients and Contractors, assuming the role as the primary contact to the facility endorsing all services throughout the event;
  • Ensuring that Client requests are taken care of in a timely fashion;
  • Reviewing all relevant written communication and verifying the accuracy of event resumes and work orders;
  • Continually inspecting the cleanliness and maintenance of function space and the public area ensuring that it is clean and presentable;
  • Preparing postevent reporting and recommendations, noting attendance, the weather of the day, relevant times etc.;
  • Finalizing and collecting incidental charges and invoice wrap up;
  • Ensuring fire safety standards are met.

Required Knowledge, Skills, Abilities and Other Attributes:

  • Minimum of three to five years of experience in a fast-paced customer service environment;
  • A diploma in Hospitality or Event Management is considered an asset;
  • Previous experience in Event Management and Event Coordination is required;
  • Working knowledge of room setup and conference services;
  • Knowledge of EBMS or other relevant Event Management Systems preferred;
  • Understanding of fundamental standards of Convention Services/ Banquet Departments and general Convention Centre operations;
  • Ability to work under high pressure;
  • Ability to think fast and make confident decisions during emergencies;
  • Ability to work independently and in a teamfocused environment;
  • Solid English verbal and written communication skills;
  • Active listening skills are required;
  • Exceptional computer skills in Microsoft Word and Excel;
  • Proven administrative and organizational skills;
  • Strong ability to delegate and followup;
  • Strong ability to resolve Client and guest problems or complaints in accordance with NFCC established policies and procedures;
  • A highly motivated selfstarter;
  • Positive customer service philosophy is a must;
  • Ability to multitask quickly and effectively;

Required Knowledge, Skills, Abilities and Other Attributes _
continued_**:

  • First Aid/CPR Certified;
  • Flexibility to work a variety of shifts, (evenings/weekends/days/overnights/holidays), and to respond to changes in business conditions by extending shift hours.
Niagara Falls Convention Centre is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments.

If you are contacted for a job opportunity, please advise Human Resources of any accommodations needed to ensure you have access to a fair and equitable process.

Any information received relating to accommodation will be addressed confidentially.

Job Types:
Part-time, Permanent

Salary:
From $22.00 per hour

Schedule:

  • Day shift
  • Evening shift
  • Monday to Friday
  • Weekend availability

Education:

  • Secondary School (required)

Experience:

Customer Service: 3 years (required)

  • Event Management and
Event Coordination: 3 years (required)

Work Location:
In person

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