Assistant Director Guest Services

RIPLEY'S NIAGARA WATER PARK RESORT LTD. • Niagara Falls, ON

1d • CA$80,000 - CA$90,000 • Onsite

About The Position

The Assistant Director of Guest Services provides management guidance to Guest Services Managers, Supervisors and Pack Members and establishes a positive relationship within the organization. This leadership role offers a level of service that exceeds guest expectations and will assist to achieve lodge goals and targets. The Assistant Director provides support to the Director of Guest Services in areas as required.

Requirements

• Proficient in OPERA and Microsoft packages
• Proven customer service and leadership skills
• Minimum 5 years in a leadership role.
• Proficient in Opera Cloud and its functions.
• Demonstrate full knowledge of lodge layout and emergency response procedures.
• Promote a safe workplace by understanding and adhering to the Occupational Health & Safety Act.

Nice To Haves

• Willingness to accept the most effective role.
• Act with a sense of urgency.
• Close with an open mentality.
• Keep all areas in like-new condition and website ready.
• Act as Manager on Duty when required.

Responsibilities

• Provides management guidance to Guest Services Managers, Supervisors and Pack Members.
• Establishes a positive relationship within the organization.
• Offers a level of service that exceeds guest expectations.
• Assists to achieve lodge goals and targets.
• Provides support to the Director of Guest Services in areas as required.
• Oversees daily manager, supervisor, front desk, reservations, switchboard and cabin guide operations.
• Attends meetings as required, including but not limited to RevMax, events and BEO on behalf of guest services.
• Schedules and leads manager, supervisor, Pack Member meetings.
• Oversees yearly goals and objectives.
• Contributes to team success by being accessible and by providing timely feedback on Pack Member performance.
• Facilitates Coach and Council/Discipline discussions when necessary.
• Supports Director of department as required.
• Supports selecting, orienting, training, recognizing, assigning, scheduling, coaching, counseling, and disciplining Pack Members.
• Communicates job expectations and provides timely feedback to support team success.
• Updates job knowledge by participating in educational opportunities; reading technical publications.
• Contributes to department and organization mission and goals.
• Manages Pack Member, Supervisor and Manager records, including payroll, time and attendance, and performance documentation.
• Coordinates departmental training and development of managers and supervisors, including emergency response procedures.
• Ensures guests are greeted and acknowledged consistently, adhering to the 10/5 Rule.
• Meets operational standards by contributing information to strategic plans and review; implementing production, productivity, quality, and customer-service standards; resolving problems.
• Manages and tracks Medallia feedback and responds to guest opportunities.
• Establishes and maintains department standards with focus on exceptional service.
• Champions yearly goals, ensuring departmental objectives exceed Great Wolf standards and are completed on time.
• Protects company assets by adhering to policies and procedures.
• Optimizes departmental scheduling based on business levels and budget.
• Evaluates, creates, and implements efficiencies to improve operations and service standards.
• Determines departmental financial goals in collaboration with the Director.
• Completes departmental inventory and ordering as needed, obtaining competitive quotes for goods and services.

Benefits

• Equal opportunity employer status
• Consideration without regard to race, colour, religion, sex, age, disability or other classification protected by law.
• Reasonable accommodations for persons with disability in accordance with applicable law.
• Selection made on job related factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed