FOH Rooms - Guest Service Agent Lead Hand
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
