Falls Avenue Resort

Guest Service Manager - Waterpark

Department
Attractions
Job Status Type
Future Opportunity

Overview

In this high volume facility the Guest Service Manager is responsible in the supervision of Guest Service Department, ensuring the highest level of guest service by consistently exceeding guest expectations while developing our “kid friendly culture” and maximizing potential revenue, staff and guest health and safety, ensuring results are achieved in accordance with objectives, performance and quality standards established by the Company.

Responsibilities

Create annual and semi-annual business plans, strategies and controls, including cost-benefit analysis of equipment, new initiatives, revenue maximization, management and supervisory skill assessment. Recruit, hire, train, schedule, evaluate the effectiveness and efficiency of all Guest Service staff focused toward continuous personal development and success and counseling team members. Ensure all operating equipment and control standards and systems are used, generating applicable. Complete departmental reports, project management, inventory controls, supervising the Guest Service areas to ensure that operations are effectively and safely carried out, while continually looking for ways to improve Fallsview Indoor Waterpark operations in order to increase revenue and decrease cost.

Qualifications

  • Demonstrate leadership skills
  • Excellent organizational and time management skills
  • Resolve guest complaints in an efficient and courteous manner
  • Demonstrate commitment and passion to maximizing guest satisfaction in each stage of the guest experience
  • Establishes immediate credibility with guests and staff – leads all staff by example
  • Above-average analytical and report writing skills as they pertain to problem/opportunity identification, analysis, and corresponding options/solutions
  • Demonstrate the ability to maintain professional composure at all times, regardless of issue, 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 the ability to lead/supervise a team of operating staff
  • Ability to set high performance standards/targets for each aspect of the operation, and demonstrates urgency to achieve critical goals and objectives
  • Focuses and develops all staff on key objectives to the best of their personal capabilities
  • Directs staff in an efficient and forthright manner
  • Competency in general accounting, basic mathematics, report-writing, Excel, Word and Outlook
  • Excellent organizational and time management skills as well as the ability to work effectively under pressure
  • Working knowledge of computerized Point of Sales system and knowledge of micros is preferred
  • Knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences.
  • Demonstrate experience in creating related business plans, revenue growth strategies, internal controls as they relate to the Ontario attractions industry
  • Ability to follow controls and cash balancing procedures for Guest Service Agents
  • Will be able to complete team performance evaluations and reviews by providing feedback and conducting daily score cards/ ‘secret shopper’
  • Microsoft and Excel skills to be able to update nightly Waterpark revenue reports and labour tracking in both DIR and internal tracking sheets
  • Minimum of 3 (three) years of experience in a manager/supervisory position in the hospitality industry
  • Graduate of a university/college Hospitality Management Program preferred
  • Must be able to work all shifts including weekends and holidays

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