Overnight Front Desk Agent

4 months ago

Niagara Falls, Canada Marriott on the Falls Hotel Full time

Located on the brink of one of the world’s greatest natural wonders, the Marriott on the Falls is a 404 guestroom full service hotel, minutes away from area attractions, world-class wineries, golf and casinos. The Marriott on the Falls also offers sumptuous dining options at its on-site Milestones Fallsview Restaurant along with 23 private function rooms and boardrooms totaling over 40,000 square feet of meeting space including our 8400 sq. ft. Oakes Grand Ballroom with an additional 2700 sq. ft. foyer. Whether our guests are traveling on business or taking a much needed vacation, our mission is to always exceed the expectations of our guests.

**First Impressions are everything **As Lead Hand Night Auditor you must lead by example and sustain a work environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations. The Lead Hand Night Auditor will assist Management in the day-to-day operation of the front desk, providing leadership by training, coaching, inspiring the Front Desk Agents and the Bellmen while ensuring service levels are in accordance with Marriott Service Standards.

**SUMMARY OF RESPONSIBLITIES**

Reporting to the Night Manager, responsibilities and essential job functions include but are not limited to the following:

- Assist in the training in the development of the Front Desk Associates and Bell Desk Associates.
- Ensure the arrival and departure experience of all guests is seamless.
- Empower colleagues to appease any guest service challenges and ensure that all guest issues are tracked and followed up on to ensure service recovery.
- Ensure a safe environment for our guests and colleagues by adhering to the health and safety policy.
- Consistently exceed guests’ and colleagues’ expectations by providing personal and attentive service and follow up to ensure needs were met and/or all concerns were resolved to their satisfaction in a timely manner.
- Ensure smooth shift changes with pass-on to the next shift.
- Offer feedback to the Front Office Manager that would assist in conducting performance reviews of Associates in order to enhance their performance and develop improvement plans for those Associates who do not meet the standards.
- Supervise proper cleanliness standards - i.e. “Clean as you go” are maintained in the front of the house areas. (i.e. front desk, back office and storage closets)
- Ensure Marriott brand standards for service, communication and training are met.
- Must be able to consistently offer professional, engaging and friendly service to our external and internal guests by**:_**Creating Personal Connections, Responding to Cues and Making It Brilliant.**_
- Prepare end of day reports in the absence of Night Manager.
- Ensure hotel including all outlets are balanced nightly, and reports are sent to leadership team and ownership group.
- Respond to emergency situations.
- All other duties as assigned.

**QUALIFICATIONS**
- Must possess outstanding guest service skills, professional presentation and sophisticated communication skills.
- Must be able to handle a multitude of tasks in an intense, ever-changing environment.
- Outstanding attention to detail - both personal grooming/appearance and in properly identifying guest’s needs, demeanor, and level of required service attention.
- Ability to quickly respond to changing work volume; high-energy level/speed.
- Computer Literacy - i.e. proficiency in MARSHA, word perfect and excel.
- Manage and resolve guest problems and communicating in a professional and courteous manner.
- Excellent organizational and time management skills as well as the ability to work effectively under pressure.
- Ability to work cooperatively within a team setting.
- Must have a flexible schedule and available to work weekends and holidays. Working shifts as business levels dictate.
- Demonstrated ability to work cooperatively within a setting to anticipate and assist to another Guest Service Agent’s guests’ needs.
- A degree/diploma in Hospitality and must have Front Office experience.

**SOME BENEFITS MARRIOTT ON THE FALLS EMPLOYEES ENJOY**:

- Growth and development opportunities within the Hotel.
- Working with professional and great team members under Marriott Standards
- Complimentary daily staff meal.
- Immediate access to the Friends and Family hotel and dining discounts at any participating Marriott and Starwood brands hotels worldwide.
- Complimentary parking; complimentary bike storage facilities.
- Shower and locker facilities.
- Complimentary Company sponsored events.
- Personalized electronic access to your pay statements and annual T4 statements
- accessible from the comfort of your own home, any computer, tablet or smartphone 24 hours per day, 7 days a week via online.

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift
- Night shift

Work Location: In person

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