Falls Avenue Resort

  • Guest Services Leadhand

    Front Desk/Guest Services
    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!!!


    Reporting to the Front Office Manager, this position is responsible for performing a variety of activities in order to ensure the highest level of guest service is provided to each guest. Successful performance will include exceeding guest service expectations while maximizing potential hotel and resort-wide services/revenue, making sure results are achieved in accordance with the objectives, performance and quality standards established by the company.


    Enthusiastically greet and welcome guests at each instance. Register guests into the IHG property management computer system. Verify and confirming guest reservation, address, and credit card information and expected service needs and expectations. Process payment for all guests' accounts both at the time of registration and at checkout. Maintain a house bank and making a personal deposit and accurate report of receipts daily. Cash cheques and exchange currency for guests in accordance with hotel policy. Issue keys to and control safety deposit boxes. Post miscellaneous guest charges to individual guest folios as requested. Assist in resolving guest concerns in an urgent and courteous manner. Supervise front office staff. Apply all operating procedures. Ensure cash control standards and systems are in use. Complete inventory checks and departmental reports. Check in and out of tour groups. Act as liaison with Group Sales and Reservations. Handle room charges and guest complaints. Maintain all transactions and postings. Coordinate activities with the Housekeeping Department. Block rooms for groups and transient guests. Enhance and improve guest services.


    • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience
    • Establish immediate credibility with guests and staff – leads all staff by example
    • Demonstrate willingness/enjoyment to attend to the needs of others
    • Demonstrate ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products
    • Employ persuasion and influence to initiate and/or resolve matters
    • Excellent interpersonal skills
    • Demonstrate personal involvement and supervision to ensure the workplace is safe for all guests and staff
    • Enforces all health and safety/sanitation standards
    • Demonstrate knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences and to encourage cross-promotion/sales of restaurant and company services/activities/products across the complex. Train and correct staff, as required, in order to ensure all staff operate at a consistent level of performance
    • Outstanding attention to detail – both personal grooming/appearance and in properly identifying guest’s needs, demeanour and level of required service attention
    • Demonstrate reading comprehension ability (i.e. assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit
    • Demonstrate the ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs
    • Ability to quickly respond to changing work volume with high-energy level and speed
    • Experience in rooms division/front office
    • Post-Secondary education in a related field or the equivalent in education and experience
    • Ability to work all shifts including days/evenings/weekends and holidays
    • Opera training is required


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