Niagara Falls-based Canadian Niagara Hotels Group of Companies is one of Canada’s largest and most successful diversified entertainment businesses, with more than 2500 talented professionals spread across its various Hotels, Spas, Conference Centres, Restaurants, Craft Brewery and Distillery, Indoor Waterpark, City Touring, Entertainment and Specialty Retail businesses - with more to come! We are home to world-class brands including Marriott, Sheraton, IHG, Morton’s, Milestones, Hard Rock Café, Rainforest Café, Hershey and Starbucks - to name a few. Regardless of what business or role you start with, career development opportunities and rewards are endless for people delivering exceptional guest satisfaction and attaining business results.
Position Summary: Assistant Retail/Guest Services Manager
The Asst. Retail/Guest Services Manager is responsible for overseeing the daily operations, merchandising, and profitability of the waterpark retail store. This role ensures that the Waterpark Retail Store delivers exceptional guest service, maintains brand and visual standards, and achieves sales and margin targets.
The successful candidate will combine strong leadership and retail management experience with a hands-on approach to training, merchandising, and operations. The Asst. Manager works closely with the Corporate Retail Buyer to ensure proper inventory flow, product selection, and alignment with seasonal promotions and brand compliance reports directly to the Guest Services Manager.
Responsibilities:
Operations & Leadership:
Oversee daily operations of the Waterpark retail store, ensuring smooth and efficient execution of sales at the store and Guest Service Reception Desk.
Train, coach, and lead store supervisors and guest services associates to maintain high performance and guest satisfaction.
Monitor staff scheduling, performance, and adherence to company policies and appearance standards.
Conduct regular store audits, merchandising, and cleanliness.
Asst. in managing daily front desk and guest service operations, which may include checking guests in, assisting with sales inquiries about group bookings and cabana rentals, locker operations and resort inquiries.
Act as the first point of contact for escalated issues, investigate problems, and implement solutions to ensure guest satisfaction.
Communicate pertinent information, such as shift details and issues, to the next shift and upper management.
Merchandising & Sales:
Implement planograms, seasonal displays, and visual standards in alignment with CNH brand requirements.
Collaborate with the Retail Buyer Purchasing Specialist and Waterpark Manager on product assortments, reorders, and promotional planning.
Analyze sales reports and key performance indicators to identify trends and opportunities for improvement.
Ensure your store meets established sales targets, inventory accuracy, and loss prevention standards.
Customer Service & Brand Experience:
Ensure all team members deliver friendly, efficient, and professional service consistent with CNH’s guest service standards.
Address guest inquiries or issues promptly and professionally.
Maintain strong knowledge of resort amenities, events, and promotions to enhance cross-selling opportunities.
Ensure that guest areas are clean, safe, and welcoming.
Ensure all guests receive a professional and courteous experience
Administration & Financial Accountability:
Monitor budgets, payroll, and expenses to maintain profitability.
Complete regular sales reporting, inventory audits, and operational checklists.
Maintain compliance with company cash-handling, health and safety, and operational policies.
Handle cash drawers, credit card transactions, online sales, and group sales along with balancing of daily wristbands
Ensure that all opening and closing cashier paperwork and wristband inventories are correct and balanced daily.
Qualifications:
Minimum 2 years of progressive retail management experience, preferably in hospitality, tourism, or resort operations.
Strong leadership and team-building skills with the ability to motivate and develop staff.
Excellent communication, organization, and problem-solving abilities.
Working knowledge of merchandising principles, visual presentation, and retail systems.
Proficient with Microsoft Office (Excel, Word, Outlook); experience with POS and inventory management systems preferred.
Experience with Yellow Dog inventory system is an asset.
To learn more about Canadian Niagara Hotels Group of Businesses or view other current and future job opportunities please visit CNHCAREERS.CA
We also understand that diversity includes people with disabilities who might require reasonable accommodation in order to fully participate and contribute to their full capabilities or candidates for employment interested in reviewing or receiving information pertaining to careers at Canadian Niagara Hotels. This includes being able to fully participate in the Resort’s candidate selection process, including personal interviews in many circumstances, wherever possible and practical.
