Guest Service Supervisor

5 months ago

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

**What will it be like to work for Oakes Hotel**

To improve the guest experience and satisfaction for the Hotel. To take charge of the guest experience, overall hospitality training; front desk operations; upsell revenue. To be the acting manager on duty, responsible for the Hotel operation on your shift

**What will I be doing?**

Showcase your strengths as Guest Service Supervisor, 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.
- be responsible for the hotel operation on your shift, focusing attention on the front desk and bell services, and all front of house activities
- block and assign rooms, as appropriate and be responsible for cash control and cash balancing
- provide 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.
- contribute to a positive hotel culture and success of ongoing S.O.P.’s training
- monitor effective goals and measurements for the Front Desk, exceeding expectations of (colleagues, owners, guests and management)
- manage online and phone reservations
- develop and implement guest service procedures and training manuals and provide hospitality training and improve the hospitality culture and overall staff professionalism
- assist in managing the cyber reputation of the hotel
- lead by example, assisting the front desk team and handling guest concerns and engaging guests to enhance their stay
- develop and implement an upsell protocol to improve room revenue and restaurant revenue, and track its effectiveness
- oversee the housekeeping and maintenance activities on your shift
- handle special projects and any tasks as assigned

**Experience**
- Knowledge of Hotel Operations, with at least 1 year of Front Desk experience
- At least 1 year of Supervisory or Managerial experience

**Skills**
- Excellent organizational and team management skills
- Superb interpersonal and communication skills
- Exhibit friendliness and professionalism
- Effective problem-solving ability
- Teamwork orientated
- Strong organizational abilities
- Attention to detail

**Requirements**:

- Extensive knowledge of ONQ is required
- Must be able to able all shifts including weekends and holiday
- Previous Guest Services experience in a hotel (minimum 2 years)
- Flexibility to work various shifts, including evenings, weekends and holidays
- 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._

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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