COMPANY DESCRIPTION:

The Canadian Niagara Hotels Group of Companies is one of Canada’s largest, most successful, and diversified entertainment and hospitality organizations. With over 3,500 talented professionals across our business units, we offer a distinctive collection of world-renowned hotels, restaurant brands, cafes and retail, situated just steps from the iconic Niagara Falls.

Our portfolio includes internationally recognized hotel brands such as Marriott, Sheraton, and The Brock – Tapestry by Hilton, along with premier dining destinations including Massimo’s Italian, Fallsview Restaurant, Prime Steakhouse, Morton’s Grille, Milestones Grill + Bar, Hard Rock Café, Rainforest Café, as well as popular retail and café experiences including Starbucksand Hershey– to name a few. Paired with a wide selection of modern amenities that include a large selection of unique event and meeting spaces, full service spas, fitness centres, rooftop pool/indoor pools, indoor waterpark, and super entertaining arcade makes our property locations unparalleled.

SUMMARY OF RESPONSIBLITIES

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

- Assist in the training in the development of the Front Desk Associates and Bell Desk Associates.
- To assign work tasks to the Front Office and Bell team and follow up on their fulfillment of the Department’s goals.
- Ensure the arrival and departure experience of all guests is seamless.
- Empower colleagues to appease any guest service challenges and ensure that all guest issues are tracked and followed up on to ensure service recovery.
- Ensure a safe environment for our guests and colleagues by adhering to the health and safety policy.
- Consistently exceed guests’ and colleagues’ expectations by providing personal and attentive service and follow up to ensure needs were met and/or all concerns were resolved to their satisfaction in a timely manner.
- Ensure smooth shift changes with pass-on to the next shift.
- To offer feedback to the Front Office Manager that would assist in conducting performance reviews of Associates in order to enhance their performance and develop improvement plans for those Associates who do not meet the standards.
- To supervise proper cleanliness standards – i.e.



“Clean as you go” are maintained in the front of the house areas. (i.e. front desk, back office and storage closets)
- To ensure Marriott brand standards for service, communication and training are met.
- Must be able to consistently offer professional, engaging and friendly service to our external and internal guests by: Creating Personal Connections, Responding to Cues and Making It Brilliant.

What we’re looking for:

- Must possess outstanding guest service skills, professional presentation and sophisticated communication skills.
- Must be able to handle a multitude of tasks in an intense, ever-changing environment.
- Outstanding attention to detail – both personal grooming/appearance and in properly identifying guest’s needs, demeanor, and level of required service attention.
- Ability to quickly respond to changing work volume; high-energy level/speed.
- Experience with Property Management Systems (e.g., Marriott, Hilton, light speed) is considered an asset
- Manage and resolve guest problems and communicating in a professional and courteous manner.
- Excellent organizational and time management skills as well as the ability to work effectively under pressure.
- Ability to work cooperatively within a team setting.
- Must have a flexible schedule and available to work weekends and holidays. Working shifts as business levels dictate.
- Demonstrated ability to work cooperatively within a setting to anticipate and assist to another Guest Service Agent’s guests’ needs.
- A degree/diploma in Hospitality and must have Front Office experience.

Why Work For Canadian Niagara Hotels? No matter which business unit you join or where you begin your career, Canadian Niagara Hotels Group of Companies offers rewarding opportunities for growth. Offering more than 200 different career choices,



we provide career training programs and opportunities developed by some of the world’s most valued brands among our 4 business segments – hotels, restaurants, specialty retail and entertainment/attractions. Our team members are empowered to deliver exceptional guest experiences while contributing to the continued success of our organization.

Benefits We Offer Our Associates:

- Comprehensive Health & Medical Coverage: Includes: Prescription Drugs, Dental Coverage, Life and AD&D;, Paramedical and Extended Health Care, Out of Country Emergency Travel Insurance AND Assistance, among other benefits.
- Growth opportunities & Development:Opportunities for professional growth and development through cross training in various roles across multiple business properties.
- Associate Hotel and Dining Discounts: Enjoy Friends & Family hotel rooms and dining discounts at world-renowned hotels, available only at properties operating under a brand name.
- Ontario Attractions Reciprocal Program: Enjoy access to exclusive free or discounted admissions to other member locations across Ontario.
- Convenient Parking - Complimentary or reduced-rate parking, based on the specific location.
- Easily Accessible By Public Transit: Several Niagara Region Transit stops within a short walking distance.

This is “Where Great Careers Happen” – Join a Team That Empowers You to Make a Difference, Deliver Results, and Grow Your Career. Take the Next Step In Building Your Career With Us! https://canadianniagarahotelscareers.ca/

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Placement within the hiring range is based on skills, experience and accomplishments in comparable roles

We confirm that AI may be used in screening or assessing applicants at the application stage for more detailed consideration, and this position is an existing vacancy

We thank all applicants for their interest, however, only those selected for an interview will be contacted

We are committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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Pay: $19.50-$19.89 per hour

Ability to commute/relocate

- Niagara Falls, ON L2G 3W6: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person

📌 Guest Service Agent Lead Hand - Marriott Fallsview Hotels & Spa (Niagara Falls)
🏢 Canadian Niagara Hotels
📍 Niagara Falls