Manager - Guest Services

2 days ago

Niagara Falls, Canada See Sight Tours Full time

**Company Overview**:
See Sight Tours is a leading tour company operating in over 20 cities, including Niagara Falls, Canada. We specialize in providing small group tours and private sightseeing tours to visitors across North America. Our mission is to deliver an exciting, fun, and enjoyable experience for our customers, relieving them of travel stress and offering informed conversations about the vibrant sights and surroundings of the cities we serve. We are seeking a Manager of Guest Services to join our team and ensure exceptional customer service.

**Job Purpose**:
**Key Responsibilities**:
Supervise and Support Guest Services Agents:

- Provide guidance, training, and support to the Guest Services Agents/Customer Service Agents.
- Monitor their performance and provide regular feedback to ensure quality service delivery.
- Foster a positive and motivating work environment that encourages teamwork and individual growth.

Customer Interaction:

- Handle escalated customer inquiries, complaints, and complex issues.
- Ensure prompt and effective resolution of customer concerns, maintaining a high level of customer satisfaction.

Database Management and Administration:

- Oversee the maintenance and integrity of the customer database, ensuring accurate and up-to-date information.
- Utilize customer relationship management (CRM) tools and systems effectively to streamline processes and enhance service quality.

Continuous Improvement
- Drive a culture of continuous improvement within the Guest Services team.
- Identify opportunities for enhancing customer service processes, policies, and procedures.
- Implement improvements based on lean manufacturing concepts and customer feedback.

Team Collaboration:

- Collaborate with other departments, such as sales, operations, and marketing, to ensure a seamless customer experience.
- Share insights and feedback from customers to improve overall operations and offerings.

**Experience**:

- Minimum of 2 years of experience in customer service, preferably in a call center or as an at-home customer service agent.
- Prior experience in a supervisory or managerial role is highly desirable.

**Skills**:

- Bilingualism in English and French is highly preferable.
- Excellent customer service skills with a strong focus on customer satisfaction.
- Self-starter with the ability to work independently and take initiative.
- Strong computer literacy and ability to adapt to new software systems.
- Ability to retain information, work well under pressure, and prioritize tasks effectively.
- Adept at problem-solving and handling customer escalations.
- Ability to work collaboratively in a team environment and foster a positive work culture.

  • Guest Service Manager

    1 week ago

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

    Showcase your strengths as Guest Service Manager, 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. **Summary of Responsibilities**: Reporting to the Front Office Manager, the Guest Service Manager is an active &...

  • Guest Services Manager

    14 hours ago

    Niagara Falls, Canada Old Stone Inn Boutique Hotel Full time

    **Job Summary** **Duties** - Lead team with greeting and check in guests upon arrival, ensuring a smooth and efficient process. - Respond to guest inquiries and resolve any issues or complaints promptly and professionally. - Provide information about the hotel’s amenities, services, and local attractions. - Manage reservations, cancellations, and...

  • Guest Service Supervisor

    2 weeks ago

    Niagara Falls, Canada WildPlay Full time

    **Guest Services Supervisor** **Summary** **Responsibilities and Duties include but aren’t limited to** - Manages the flow of guest traffic to optimize the Park experience. - Manages the central cash on location, prepares cash deposits, and change orders weekly. - Manages supplies on location. - Completes weekly reports for the Guest Service Manager. -...

  • Guest Service Supervisor

    14 hours ago

    Niagara Falls, Canada WildPlay Full time

    **Guest Services Supervisor** **Summary** **Responsibilities and Duties include but aren’t limited to** - Manages the flow of guest traffic to optimize the Park experience. - Manages the central cash on location, prepares cash deposits, and change orders weekly. - Manages supplies on location. - Completes weekly reports for the Guest Service Manager. -...

  • Guest Service Supervisor

    4 days ago

    Niagara Falls, Canada WildPlay Full time

    **Guest Services Supervisor** **Summary** **Responsibilities and Duties include but aren’t limited to** - Manages the flow of guest traffic to optimize the Park experience - Manages the central cash on location, prepares cash deposits, and change orders weekly - Manages supplies/products on location and conducts weekly inventory - Oversees Guest Service...

  • Guest Service Specialist

    1 week ago

    Niagara Falls, Canada WildPlay Full time

    **Summary**: The Guest Service Specialist at WildPlay Niagara Falls is responsible for leading and managing the guest service experience across all areas of the park, ensuring a seamless, inclusive, and memorable adventure for guests. This role oversees a team of Guest Service Supervisors (GSS) assigned to specific attractions - the Zipline to the Falls and...

  • Guest Services Agent

    2 weeks ago

    Niagara Falls, Canada WildPlay Full time

    **What's Cool About This Job?** - Free ziplining and climbing!! - Paid Lunches - Bonus opportunities throughout the summer - Snacks provided daily - Overtime hours allowed - Great staff events - Did we mention free ziplining and climbing?! - Full and part-time hours are available and can change depending on your needs - Fantastic opportunities for career...

  • Guest Service Agent

    14 hours ago

    Niagara Falls, Canada WildPlay Full time

    **What's Cool About This Job?** - Free ziplining and climbing!! - Paid Lunches - Great staff events - Did we mention free ziplining and climbing?! - Full and part-time hours are available and can change depending on your needs - Fantastic opportunities for career progression. Some of our supervisors and managers were once Guest Service Agents! This position...

  • Guest Service Agent

    6 days ago

    Niagara Falls, Canada Old Stone Inn Boutique Hotel Full time

    Responsibilities for Guest Service Agent - Check guests in and out of their rooms - Answer any questions guests have - Make recommendations for activities and restaurants - Store any luggage guests have - Answer the phone and direct the call - Arrange transportation for guests - Maintain the record of guests that have checked in and out - Manage room...

  • Guest Service Supervisor

    1 week 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...