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.

Located on the brink of one of the world’s greatest natural wonders, the Marriott on the Falls Hotel is minutes away from area attractions, world-class wineries, golf and casinos. With 404 guests rooms and suites, the Marriott on the Falls Hotel offers exceptional guest room accommodations, sumptuous dining options at its on-site Milestones Fallsview, savory Cocktails and Tapas in our Great Room Lobby Bar, full-service Starbucks along with 23 private function rooms and boardrooms totaling over 40,000 square feet of meeting space including our 8400 sq. ft. Oakes Grand Ballroom with an additional 2700 sq. ft. foyer and much more. Whether our guests are traveling on business or taking a much needed vacation, our mission is to always exceed the expectations of our guests.
First Impressions are everything! As Lead Hand Guest Service Agent you must lead by example and sustain a work environment of Respect, Integrity, Teamwork, Accountability, Excellence and positive employee relations. The Guest Services Lead Hand will assist Management in the day-to-day operation of the front desk, providing leadership by training, coaching, inspiring the Front Desk Agents and the Bellmen while ensuring service levels are in accordance with Marriott Service Standards.
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.
• Computer Literacy – i.e. proficiency in MARSHA, word perfect and excel.
• 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.
Marriott on the Falls Hotel is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture, and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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.
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.

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.