Description: Courtyard by Marriott Niagara Falls USA *Must have a valid driver's license *

Pay Rate: $22-25/hour

General Summary : Responsible for assisting in the overall success of the hotel by meeting or exceeding planned objectives in an effort to maintain maximum occupancy, revenue, efficiency and accuracy. Ensure superior service is provided to all guests and product quality standards are met.

Principal Responsibilities : • Oversee the facility operations including guest services, housekeeping, food & beverage, and maintenance. • Supervise and train front desk staff, ensuring exceptional customer service and adherence to company policies and expectations. • Monitor guest feedback and implement strategies for improvement. • Handle guest complaints and special requests professionally and promptly. • Ensure accurate room assignments, check-ins/check-outs, and billing procedures. • Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction. • Prepare schedules, manage payroll and labor costs in line with budget. • Maintain records of occupancy, room rates, and revenue reports. • Ensure compliance with health, safety, and security procedures. • Implement and maintain standard operating procedures (SOPs) and service protocols. Requirements: Job Duties: Guest Services: • Greet and welcome guests, ensuring a warm and personalized check-in and check-out experience. • Handle guest complaints, feedback, and requests professionally and efficiently. • Monitor guest satisfaction and implement service improvement plans based on feedback. • Provide information and assistance regarding hotel services, local attractions, and travel routes. Team Leadership & Staff Management: • Recruit, train, supervise, and evaluate performances of all team members. • Prepare weekly schedules and ensure adequate staffing levels for all shifts. • Foster a positive team environment and provide ongoing coaching and development. • Conduct regular team meetings and performance reviews. Operational Management: • Oversee daily front desk operations including reservations, room assignments, and billing. • Complete daily deposits and bring to local financial institution. • Ensure compliance with hotel policies, procedures, and brand standards. • Coordinate with housekeeping and maintenance teams to ensure room readiness and guest satisfaction. • Monitor room inventory and work with the reservations team to maximize occupancy and revenue. • Ensure front desk equipment and supplies are well maintained and stocked.

Qualifications: A Bachelor’s degree (B.A) from a four-year college or university; or at least two years’ related management, or comparable experience is strongly preferred. Minimum of 2 years in hotel operations. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred. Must have a valid drivers’ license, and acceptable driving history subject to company approval.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop kneel, crouch or crawl and taste or smell. The employee must regular lift and or move up to 50lbs, occasionally lift or move up to 50lbs. Specific vision abilities required by this job include peripheral vision and depth perception.

Disclaimer: The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.