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.

JOB SUMMARY

Reporting to the Front Office Supervisor, this position is responsible for encouraging the highest level of guest service from the Front Desk Department by ensuring staff consistently exceed guest expectations and maximize potential revenue, making sure results are achieved in accordance with the objectives, performance and quality standards established by the Company.

Tasks may include, but are not limited to:

- Supervising front office staff
- Assisting in recruiting/hiring/training/scheduling/evaluating Guest Service Staff
- Coaching and counselling team members
- Applying all operating procedures, ensuring cash control standards and systems are used
- Completing inventory checks and departmental reports
- Checking in and out of VIP’s, tour groups, acting as liaison with Group Sales and Reservations
- Handling room charges, guest complaints, rate reductions and special requests
- Maintaining all transactions and postings
- Coordinating activities with the Housekeeping Department
- Generating and distributing various room and occupancy reports
- Blocking rooms for groups and transient guests
- Champion Brand Standards and key performance metrics such as upsell revenue, all enrollments and colleague engagement
- Assist with emergency procedures such as fire alarms, medical emergencies, and requests for police assistance
- Enhancing and improving guest services
- Any other duties as assigned

QUALIFICATIONS





- Demonstrated commitment and passion to maximizing guest satisfaction in each stage of the guest experience. Establishes immediate credibility with guests and staff – leads all staff by example
- Demonstrated willingness/enjoyment to attend to the needs of others
- Demonstrated ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products; Employs persuasion and influence to initiate and/or resolve matters; Excellent interpersonal skills
- Demonstrated ability to lead/supervise a large team of operating staff. Sets high priorities/ standards, and demonstrates urgency to achieve critical goals and objectives;
- Develops all staff to the best of their personal capabilities. Directs staff in an efficient and forthright manner
- Demonstrates personal involvement and supervision to ensure the workplace is safe for all guests and staff. Enforces all health and safety/sanitation standards.
- Demonstrated knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences and to encourage cross-promotion/sales of restaurant and company services/activities/products across the complex. Train and correct staff, as required, in order to ensure all staff operate at a consistent level of performance
- Outstanding attention to detail – both personal grooming/appearance and in properly identifying guest’s needs, demeanour, and level of required service attention
- Demonstrated reading comprehension ability (i.e. Assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit.
- Demonstrated ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs.
- Ability to quickly respond to changing work volume; high -energy level/speed.
- Experience in rooms division/front office; Post-Secondary education in a related field or the equivalent in education and experience
- Ability to work all shifts including days/evenings/weekends and holidays.

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.
- Career Growth & 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.
- Dry Cleaning Services: Complimentary dry cleaning services for your business uniform attire.

This is “Where Outstanding 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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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 workplace 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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Job Types: Full time, Permanent

Pay: $20.00-$21.00 per hour

Experience

- Guest services: 2 years (preferred)

Work Location: In person

📌 Guest Service Supervisor- The Brock Hotel (Niagara Falls)
🏢 Canadian Niagara Hotels
📍 Niagara Falls