Guest Service Manager

6 months ago

Niagara Falls, Canada The Oakes Hotel Overlooking the Falls Full time

Showcase your strengths as Guest Service Manager, where you will lead, train and recognize your team in support of exceptional guest service Assist the management team to make The Oakes hotel known for its impeccable customer service standards.

**Summary of Responsibilities**:
Reporting to the Front Office Manager, the Guest Service Manager is an active & contributing member of the Guest Service team, overseeing the effectiveness of the overall guest experience, employee performance & development and service enhancements for the overall Front Office department.

Analytical skills, creativity, planning and strength as a developer & leader of others are some of the skills necessary for this position.
- Acts as an ambassador of the hotel; handle the team during the shift and is responsible to operate the hotel, with emphasis on front office, during the shift
- Provides the guest with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating a memorable experience. Is accessible to guests, and engaging, basing themselves in the lobby area.
- Acts as ambassador and spokesperson to all customers; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments
- Demonstrates a commitment to Service Excellence
- Walks the hotel and grounds to ensure everything is presentable
- Communicating with guests ensuring that issues are being resolved during the stay; maintain a monthly reporting system that allows proactive resolution to common issues
- Coaches and mentors colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development
- Leads department to maintain superior colleague engagement through action planning
- Ensures staff concerns are resolved in a professional and timely manner
- Builds and maintains employee relationships; ensures appropriate and timely recognition for individuals and teams
- Contributing to a positive hotel culture and success of ongoing S.O.P.’s training
- Monitors effective goals and measurements for the Front Desk, exceeding expectations of (colleagues, owners, guests and management)
- Promotes health, safety and well-being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the communication procedures between the Front Office and maintenance department
- Complies with The Oakes Hotel policies, procedures, ensure the staff is knowledgeable of Hotel Standards and execute them flawlessly
- Provides information and training as required in accordance with Workplace Hazardous Materials Information System (WHIMIS), including use pf protective equipment.
- Performs any and all other tasks which are assigned by the management team
- Update and manage the hotel social media presence, along with replying and keeping up on guest comments 3rd party and hotel website.

**Requirements**:

- Previous work experience as a Manager, Supervisor or similar role (minimum 1 year)
- Previous Guest Services experience in a hotel (minimum 2 years)
- Flexibility to work various shifts, including evenings, weekends and holidays
- Excellent organizational and team management skills
- Superb interpersonal and communication skills
- Exhibit friendliness and professionalism
- Must be able to complete a Criminal Background Check to the hotel’s satisfaction
- Hennepin Fallsview Inc. is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code. Hennepin Fallsview Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require._

**Salary**: $20.00 per hour

Schedule:

- Holidays
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Niagara Falls, ON L2G 3W2: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hospitality: 2 years (required)
- Supervisory: 1 year (required)

Work Location: In person

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