Assistant Guest Services Manager

2 weeks ago

Niagara Falls, Canada Canadian Niagara Hotels Full time

Niagara Falls-based Canadian Niagara Hotels Group of Companies is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few. Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.

Niagara Falls-based Canadian Niagara Hotels Group of Companies is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few. Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.

**Summary**:
In this high volume facility the Guest Service Assistant Manager is responsible in the supervision of Guest Service Department, ensuring the highest level of guest service by consistently exceeding guest expectations while developing our “kid friendly culture” and maximizing potential revenue, staff and guest health and safety, ensuring results are achieved in accordance with objectives, performance and quality standards established by the Company.

**Responsibilities**:
**This includes but is not limited to**:
Assisting the Guest Service Manager with daily operations such as recruiting/hiring/training/scheduling/evaluating the effectiveness and efficiency of all Guest Service staff focused toward continuous personal development and success, counseling team members, ensuring all operating equipment and control standards and systems are used, generating applicable Tasks may include, but are not limited to departmental reports, inventory controls, supervising the Guest Service areas to ensure that operations are effectively, safely and efficiently carried out, while continually looking for ways to improve Fallsview Indoor Waterpark operations in order to increase revenue and decrease cost.

**Competencies**:
To perform the job successfully, an individual should demonstrate the following competencies:

- Demonstrated leadership skills; excellent organizational and time management skills
- Resolve guest complaints in an efficient and courteous manner
- Demonstrated commitment and passion to maximizing guest satisfaction in each stage of the guest experience. Establishes immediate credibility with guests and staff - leads all staff by example.
- Above-average analytical and report writing skills as they pertain to problem/opportunity identification, analysis, and corresponding options/solutions.
- Demonstrated ability to maintain professional composure at all times, regardless of issue, while performing multiple tasks among staff, multiple guests/multiple items/products; Employs persuasion and influence to initiate and/or resolve matters; Excellent interpersonal skills
- Demonstrated ability to lead/supervise a team of operating staff.
- Demonstrated ability to set high performance standards/ targets for each aspect of the operation, and demonstrates urgency to achieve critical goals and objectives; Focuses and develops all staff on key objectives to the best of their personal capabilities. Directs staff in an efficient and forthright manner.
- Demonstrated competency in general accounting, basic mathematics, report-writing, Excel, Word and Outlook.
- Excellent organizational and time management skills as well as the ability to work effectively under pressure.
- Working knowledge of computerized Point of Sales system. Knowledge of micros an asset.
- Demonstrated knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences. Train and correct staff, as required, in order to ensure all staff operate at a consistent level of performance.
- Demonstrated experience in creating related business plans, revenue growth strategies, internal controls as they relate to the Ontario attractions industry.
- Ability to follow controls and cash balancing procedures for Guest Service Agents.
- Will be able to complete team performance evaluations and reviews by providing feedback and conducting daily score cards/ ‘secret shopper’.
- Demonstrated Microsoft and Excel skills to be abl

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