Guest Service Duty Manager

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.

**Summary of Responsibilities**:
At the Marriott on the Falls, the Front Office operations thrive with the commitment of Associates who demonstrate/support the Marriott core values and culture of _putting people first, acting with integrity, serving our world, embracing change, and pursuing excellence._ We are currently looking for a **Guest Services Duty** **Manager** with excellent communication and interpersonal skills who will assist the Front Office Manager in delivering memorable world-class service experience to our guests. Reporting to the Front Office Manager, responsibilities include but are not limited to:

- Directing, coaching, and developing the Front Office team.
- Ensuring all associates have been trained properly before given any task assignments.
- Assisting the Front Office Manager in administration of the Front Office with the managing of the day to day functions and the supervision of our Associates.
- Exceeding customer expectations - providing beyond the guest expectations and retention.
- Motivating and encouraging employees to perform their best, making them accountable for their tasks and assignments and providing feedback on possible improvements.
- Assisting the Front Office Manager in establishing and communicating the Company’s expectations and ensuring the consistency of service standards are rendered to guests.
- Responding appropriately to employees concerns.
- Following up with the guests concerns regarding satisfaction.
- Focusing on guest satisfaction and improvement during all departmental meetings.
- Serving as a role model to the team by demonstrating appropriate Marriott service behaviours.
- Other duties and responsibilities as assigned.

**Job Requirements**:

- **Must have at least 1 year** of working experience in the Supervisory/Managerial capacity with Front Office with a world-renowned large Hotel Brand.
- Outstanding attention to detail - both personal and grooming appearance; properly identifying guest’s needs, demeanor, and level of required service attention.
- Excellent customer service skills: demonstrates self-confidence, energy and enthusiasm.
- Proven leadership ability in a team environment.
- Excellent organizational and time management skills and ability to work under pressure.
- Excellent communication skills - both oral and written, when dealing with guests and employees both internally and externally.
- Degree/Diploma in Hospitality Management, Marketing Sales or a related discipline is a strong asset.
- Ability to work independently with mínimal supervision, co-operatively within a team setting and as well as the ability to plan and multi-task in a busy environment.
- Must be able to work nights, weekends and holidays.
- Excellent working knowledge of Marsha an asset and must be computer literate - proficient in word and excel.

**Some Benefits Marriott On The Falls Employees Enjoy**:

- Growth and development opportunities within the Hotel
- Immediate access to the Friends and Family hotel and dining discounts at any participating Marriott 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 On-line.

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

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- On-site parking

Work Location: In person