Falls Avenue Resort

  • Guest Service Supervisor- Waterpark

    Job Status Type
    Future Opportunity
  • Overview

    Join Us!


    We’re a diversified team of over 1800+ world-class hospitality professionals working in more than 150 unique business roles running numerous hotels, restaurants, unique retail, attractions and spa businesses under a 120- acre roof. We're also part of an even larger private North American hospitality enterprise which spans both Canada and the United States- and includes our 2 other Niagara Falls sister hotels - the Marriott Fallsview and Marriott on the Falls Hotels. And if that's not impressive enough to outline the wealth of career opportunities we can offer you - we even have our onsite brewery - the Niagara Brewing Company! We principally choose to operate our businesses in co-operation with some of the World’s most- respected and most- valued brands: Sheraton, Christienne Spa, Crowne Plaza, Massimo's, Rainforest Cafe, Hard Rock Cafe, Perkins, Hershey’s, Coca-Cola, Starbucks and Fallsview Indoor Waterpark – to name but a few. Many of our businesses are award winning & internationally- recognized as best in class: Sheraton Conference Centre, Hard Rock Cafe, Rainforest Cafe, Hershey, 4 Starbucks, and Perkins. Our Fallsview Indoor Waterpark is internationally recognized by the World Waterpark Association and TripAdvisor and we’re a previous winner of the Distinguished Hotelier of the Year Gold award for the Falls Avenue Resort. If you aspire to be part of a business that continually pushes itself for greatness and makes Niagara Falls even more unique.


    What are you waiting for, apply now!!!


    This position is responsible for assisting the Guest Service Management team in the supervision of the Guest Service Department, ensuring the highest level of customer service by consistently exceeding guest expectations and maximizing potential revenue, ensuring results are achieved in accordance with objectives, performance and quality standards established by the Company.


    Assist the Guest Service Management team, acting as liaison with Hotels, Group Sales and Reservations. Handle room charges, guest complaints and special requests. Maintain all transactions and postings, agent cash outs and audits. Coordinate activities with the other Waterpark departments. Train and lead Guest Service Agents. Coach, motivate and corrective action of Guest Service Agents. Enhancing and improving Guest Services. Inventory controls, customer survey response and tracking. Manage referral program. Open and close Guest Services.


    • Commitment to excellent customer service skills, knowledge of company products and services
    • Excellent interpersonal and communication skills when dealing with guests and employees
    • Minimum one year supervisory experience or equivalent experience in Guest Services
    • Demonstrate leadership skills and excellent organizational and time management skills
    • The ability to work under pressure and manage several tasks simultaneously
    • Excellent interpersonal and communication skills
    • Working knowledge of computerized Point of Sale System and knowledge of micros preferred
    • Working knowledge of Microsoft office
    • Ability to work independently with minimal supervision as well as cooperatively within a team setting
    • Resolve guest complaints in an efficient and courteous manner
    • Demonstrate professional telephone manners
    • Attention to detail
    • Post-Secondary education in a related field or the equivalent in education and experience
    • Must be able to work shift work and holidays


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