Guest Services Manager

3 days ago

Niagara Falls, Canada Sheraton Fallsview Hotel 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 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.

**Guest Service Manager Responsibilities**:

- Reporting directly to the Director of Front Office
- Responsible for the management of the Front Office team including Supervisors and Guest Service Agents
- Ensure guest satisfaction levels are always met and exceeded - this includes training and coaching the front line associates to reach their fullest potential while resolving guest complaints in a professional manner
- Reviewing Marriott GSS Guest Experience Metrics while constantly finding ways to maintain positive scores, while improving in areas that require it
- Ensure departmental results are achieved in accordance with objectives, performance, and quality standards established by the company
- Work closely with the Revenue team in order to properly meet occupancy and ADR goals
- Work closely with the Conference Services department to ensure a seamless experience for our conference guests
- Assist with administrative support as necessary
- Other duties as assigned

**What you’ll need as a Guest Service Manager**:
**Experience**: 2 Years in Guest Service Management role at a 4 Diamond/5 Star Hotel

Education: College/University Degree in Hospitality/Tourism or related program is preferred

**Other Qualifications**:

- Ability to work under pressure and manage simultaneous tasks
- Demonstrate a professional attitude in every aspect of the position
- Strong leadership and coaching skills
- To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA_

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking

Ability to commute/relocate:

- Niagara Falls, ON L2G 3K7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Guest Service Management: 2 years (preferred)

Work Location: In person

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