Heart of Niagara Hotels

**Job Title:**Guest Services Supervisor

**Department:**Guest Services

**Industry:**Hospitality

**Location:**Best Western, St. Catharines, ON.

**Position Type:**Permanent Full-time

**Reports to:**Guest Services Manager

**About Heart of Niagara Hotels:**Heart of Niagara Hotels is a premier hospitality group located in the breathtaking Niagara region. We pride ourselves on providing exceptional guest experiences with a focus on comfort, entertainment experiences, and outstanding culinary offerings. We are seeking a career-minded, customer centric individual to join our front desk team. Reporting to the Guest Services Manager, you will be the touch point for all things customer related and the right hand to our GSM.

Job Summary:

As the right hand to the Guest Service Manager, you'll be the key touch point for guest interactions, leading by example and ensuring exceptional service aligned with Best Western standards. This role demands a vibrant personality, strong leadership, and top-tier multitasking skills, along with a passion for hospitality and a drive to exceed goals. If you're organized, confident, and ready to thrive in a fast-paced, 24/7 hotel environment - we'd love to welcome you to our team!

Key Responsibilities:

• Personality Plus - happy, full of smiles and a joy to be around, embracing Best Western standards;
• Aware of body language - mindful of what our gestures, expressions, voice and appearance portray;
• Time management - true sense of urgency, highly organized;
• Self confidence - able to lead by example, tackle the day head on and make sound judgement calls in the absent of management;
• Motivate and assist the team with reaching targets, goals and objectives;
• Take the initiative, execute and deliver;
• Conflict Management & Resolution;
• Superior multi-tasking ability;
• Driven, focused and goal oriented;
• A desire to learn and take on increased responsibilities when presented.

Qualifications:

• Experience in hospitality or customer service.
• Supervisory or leadership experience.
• Strong communication skills - verbal and written.
• Problem-solving abilities and conflict resolution skills.
• Ability to train and motivate staff effectively.
• Familiarity with reservation systems or POS software.
• Flexible availability - including weekends and holidays.
• Professional demeanour and appearance.
• Attention to detail and organization skills.
• Ability to multitask in a fast-paced environment.

What We Offer:

• Hotel environment - 24/7 operation that demands an availability for evenings, weekends and holidays
• Opportunities for professional development and career growth
• Discounts with 3 major hotel chains
• Extended health and dental benefits after successful probation
• Wellness program, which includes a free gym membership

Accessibility Accommodation Notice:

Heart of Niagara Hotels is committed to fostering an inclusive and accessible work environment. We are an equal opportunity employer and welcome applications from all qualified individuals. Accommodation is available upon request throughout the recruitment, selection, and employment process for applicants with disabilities. If you require accommodation, please contact Human Resources to make appropriate arrangements.

Heart of Niagara Hotels is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Heart of Niagara Hotels and be part of a team dedicated to excellence in hospitality!