Falls Avenue Resort

  • Guest Service Agent- Multilingual

    Location CA-ON-Niagara Falls
    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 English, as well as Mandarin, Korean, and Japanese, 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. Assist other Guest Service Agents and guests with language translation to help create a more effective and efficient customer experience. Verify and confirm 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.


    • Excellent interpersonal and communication skills when dealing with guests both internally and externally
    • Ability to fluently speak and translate in Mandarin, Korean and Japanese
    • Demonstrate commitment and passion to maximizing guest satisfaction in each stage of the guest experience, particularly as they pertain to enthusiastically greeting guests/making them feel important as well as exceptional standards of cleanliness and order
    • Demonstrate willingness/enjoyment to attend to the needs of others
    • Demonstrate the 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
    • Demonstrate professional telephone manners
    • Outstanding attention to detail - both personal grooming/appearance and in properly identifying guest’s needs, demeanour, and level of required service attention
    • Excellent organizational and time management skills and the ability to work under pressure
    • Demonstrate reading comprehension ability (i.e. assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit)
    • Demonstrated 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
    • Must be able to stand and exert well-paced mobility
    • Provide a high standard of customer service
    • Experience in rooms division/front office
    • Post-Secondary education in a related field or the equivalent in education and experience
    • Galaxy knowledge preferred


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