Guest Services Floor Supervisor

2 weeks ago

Niagara Falls, 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 up-selling 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 post-event 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 team-focused 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 follow-up;
- Strong ability to resolve Client and guest problems or complaints in accordance with NFCC established policies and procedures;
- A highly motivated self-starter;
- Positive customer service philosophy is a must;
- Ability to multi-task 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 $18.50 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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