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.
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.

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.
  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. If you would like to receive information in another format or other communications supports please send an email to hr@niagarafallshotels.com or by telephone at 905-374-4446 extension 4850

• 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