Guest Services Floor Supervisor - Niagara Falls, Canada - Niagara Falls Convention Centre

Description

Key Responsibilities include but are not limited to:

• Proactively monitoring Client functions, spending 95% of each shift interacting with Meeting Professionals and their attendees, ensuring that customer satisfaction is met and exceeded;
• Guiding Guest Service Representatives to deliver quality service aligned with NFCC standards and event objectives;
• Liaising with the Event Management Team, audiovisual suppliers, service contractors and production companies ensuring that NFCC's exemplary customer service standards are upheld;
• Promoting and upselling all services of NFCC's official and exclusive suppliers;
• Assuming responsibility of Manager on Duty as required for scheduled events;
• Conducting initial introductory site inspections with Clients and Contractors, assuming the role as the primary contact to the facility endorsing all services throughout the event;
• Ensuring that Client requests are taken care of in a timely fashion;
• Reviewing all relevant written communication and verifying the accuracy of event resumes and work orders;
• Continually inspecting the cleanliness and maintenance of function space and the public area ensuring that it is clean and presentable;
• Preparing postevent reporting and recommendations, noting attendance, the weather of the day, relevant times etc.;
• Finalizing and collecting incidental charges and invoice wrap up;
• Ensuring fire safety standards are met.

Required Knowledge, Skills, Abilities and Other Attributes:

• Minimum of three to five years of experience in a fast-paced customer service environment;
• A diploma in Hospitality or Event Management is considered an asset;
• Previous experience in Event Management and Event Coordination is required;
• Working knowledge of room setup and conference services;
• Knowledge of EBMS or other relevant Event Management Systems preferred;
• Understanding of fundamental standards of Convention Services/ Banquet Departments and general Convention Centre operations;
• Ability to work under high pressure;
• Ability to think fast and make confident decisions during emergencies;
• Ability to work independently and in a teamfocused environment;
• Solid English verbal and written communication skills;
• Active listening skills are required;
• Exceptional computer skills in Microsoft Word and Excel;
• Proven administrative and organizational skills;
• Strong ability to delegate and followup;
• Strong ability to resolve Client and guest problems or complaints in accordance with NFCC established policies and procedures;
• A highly motivated selfstarter;
• Positive customer service philosophy is a must;
• Ability to multitask quickly and effectively;

Required Knowledge, Skills, Abilities and Other Attributes _
continued_**:

• First Aid/CPR Certified;
• Flexibility to work a variety of shifts, (evenings/weekends/days/overnights/holidays), and to respond to changes in business conditions by extending shift hours.

Niagara Falls Convention Centre is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments.

If you are contacted for a job opportunity, please advise Human Resources of any accommodations needed to ensure you have access to a fair and equitable process.

Any information received relating to accommodation will be addressed confidentially.


Job Types:
Part-time, Permanent


Salary:
From $18.50 per hour


Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Education:

• Secondary School (required)

Experience:

Customer Service: 3 years (required)

• Event Management and

Event Coordination: 3 years (required)


Work Location:
In person