Guest Service Manager

At the Marriott on the Falls Hotel and Spa, our operations thrive with the commitment of Associates who demonstrate and 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 Service Manager ** who really enjoys making others feel at home to join our Front Office leadership team Join us and grow through learning and development opportunities to explore a career in the hospitality business. No matter your path, we will make sure you feel right at home.

Reporting to the Front Office Manager of the Marriott on the Falls, 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.
- 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.

**Some Benefits Marriott Employees Enjoy**:

- Growth and development opportunities within the Hotel.
- Immediate access to the Friends and Family hotel and dining discounts at any participating Marriott and Starwood brands hotels worldwide.
- Free meal for your birthday at Morton’s Grille Restaurant.
- 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.

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**Benefits**:

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

Schedule:

- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Niagara Falls, ON L2G 3W7: reliably commute or plan to relocate before starting work (required)

Work Location: In person