FOH Rooms Management - Guest Services Manager

Canadian-Niagara-Hotels-Group; Niagara Falls; On-site; CAD 52,000 - 74,000; Full time

Job summary

Canadian Niagara Hotels Group of Companies is seeking a Guest Service Manager for the Sheraton Fallsview Hotel in Niagara Falls. You will lead the Front Office team, coach staff, and drive guest satisfaction to meet high standards across a 670-room resort and meeting spaces.

The ideal candidate has 2 years in guest service management at a 4 Diamond/5 Star property, a hospitality degree, and strong leadership. This role offers growth within a dynamic, guest-focused company.

Qualifications

• 2 years in guest service management role at a 4 Diamond/5 Star hotel.
• Hospitality or tourism degree preferred.
• Strong leadership and coaching skills.

Responsibilities

• Manage Front Office team including Supervisors and Guest Service Agents.
• Train and coach front-line staff to maintain high guest satisfaction and handle complaints professionally.
• Review Marriott Guest Experience Metrics and drive improvements where needed.
• Ensure departmental results meet company objectives, performance and quality standards.
• Collaborate with Revenue to meet occupancy and ADR goals.
• Coordinate with Conference Services for seamless guest experiences.
• Provide administrative support as needed.
• Perform other duties as assigned.

Skills

Guest Service Management

Leadership

Coaching

Customer Experience

Education

College/University Degree in Hospitality/Tourism

Job description

Job description

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 its 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.

Overview

A fantastic opportunity has arisen for an experienced Guest Service Manager to be part of the Sheraton Fallsview Hotel, Niagara’s premiere hotel resort featuring 670-Guest rooms, a world-class Conference Centre, Ontario’s top-rated Spa and numerous destination dining options. Our ideal candidate will be an aspiring executive-level hospitality leader seeking to develop within the many opportunities available in our growing and dynamic company.

Guest Service Manager Responsibilities:

• 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 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

We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Resort’s candidate selection process, including personal interviews in many circumstances, wherever possible and practical.