Customer Experience Director

1 day ago

Niagara Falls, Ontario, Canada Gecko Hospitality Full time
Guest Service Manager

About Us:

We are a renowned family entertainment and resort destination committed to delivering exceptional guest experiences. Our facility offers a wide range of activities and amenities designed to cater to guests of all ages, ensuring that every visit is memorable.

Role Overview:

We are seeking a dedicated and experienced Guest Service Manager to oversee our guest services department. This role is crucial in ensuring that our guests receive the highest level of service from the moment they arrive until their departure. The ideal candidate will have a strong background in hospitality management, excellent leadership skills, and a genuine passion for guest satisfaction.

Key Responsibilities:
  • Overseeing Guest Services: Manage all aspects of guest services to ensure a smooth, efficient, and welcoming experience for all guests. Address and resolve any guest concerns promptly and effectively.
  • Front Desk Operations: Supervise front desk activities, including check-in and check-out procedures, reservations, and guest inquiries. Ensure that front desk staff are well-trained and provide exceptional service.
  • Team Leadership: Lead, mentor, and motivate a team of guest service staff. Conduct regular training sessions, performance evaluations, and career development opportunities to maintain a high standard of service.
  • Guest Satisfaction: Monitor guest feedback through various channels and implement strategies to improve overall guest satisfaction. Foster a welcoming and hospitable environment for guests and staff alike.
  • Coordination with Departments: Work closely with other departments such as Housekeeping, Maintenance, and Food & Beverage to ensure seamless service delivery and address any operational issues.
  • Administrative Duties: Manage budgets, prepare reports, and oversee scheduling and staffing to ensure optimal department performance.
Qualifications:
  • Experience: Minimum of 5 years in guest services or hospitality management, preferably in a high-volume resort or hotel environment.
  • Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field. Professional certifications in hospitality management are advantageous.
  • Communication Skills: Excellent verbal and written communication skills. Ability to interact professionally with guests, staff, and senior management.
  • Leadership Abilities: Demonstrated leadership skills with the ability to inspire and manage a diverse team. Strong problem-solving and decision-making capabilities.
  • Passion for Hospitality: A genuine passion for the hospitality industry and a commitment to providing outstanding guest experiences.
Salary and Benefits:

The estimated salary for this position is $60,000 - $80,000 per year, depending on experience and qualifications. We offer a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, and paid time off.

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