Guest Service Agent

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:

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 Starbucks and 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.

Position Overview

Reporting to the Front Office Manager, this position is responsible for performing a variety of activities to ensure the highest level of guest service is provided to each guest. Successful performance includes exceeding guest expectations while actively promoting hotel and resort services to maximize revenue opportunities, and ensuring results are achieved in accordance with established objectives, performance, and quality standards.

Key Responsibilities

• Enthusiastically greeting and welcoming guests at each interaction
• Verifying and confirming guest reservation details, address, and payment information, along with identifying guest needs and expectations
• Processing payments for all guest accounts at both check-in and check-out
• Maintaining a house bank, completing personal deposits, and ensuring accurate daily reporting of receipts
• Cashing cheques and exchanging currency in accordance with hotel policy
• Issuing room keys and managing safety deposit boxes in accordance with security procedures
• Posting miscellaneous guest charges to individual folios as required
• Assisting in resolving guest concerns in an urgent, professional, and courteous manner
• Promoting room upgrades, hotel amenities, and local attractions to enhance the guest experience
• Collaborating with team members to ensure seamless and efficient front desk operations
• Any other duties as assigned

Qualifications & Skills

• Competency with Marriott Property Management systems a definite asset. In particular, Lightspeed.
• Excellent interpersonal and communication skills when dealing with guests internally and externally
• Demonstrated commitment and passion for maximizing guest satisfaction at every stage of the guest experience
• Provide a consistently high standard of customer service
• Demonstrated willingness and enjoyment in attending to the needs of others
• Demonstrated ability to maintain professional composure while multitasking in a fast-paced environment
• Professional telephone etiquette
• Outstanding attention to detail, including personal presentation and accurately identifying guest needs and service levels
• Excellent organizational and time management skills with the ability to work under pressure
• Demonstrated reading comprehension ability to assist guests with hotel and local tourism information
• Demonstrated ability to work cooperatively within a team environment and support colleagues as needed
• Ability to quickly respond to changing work volumes with a high level of energy and efficiency
• Must be able to stand for extended periods and perform front desk duties
• Strong problem-solving skills with the ability to handle guest concerns independently and effectively

Education & Experience

• Experience in Rooms Division/Front Office preferred
• Post-secondary education in a related field or equivalent experience is an asset

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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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 [email protected] or by telephone at 905-374-4446 extension 4850.