Guest Services Supervisor

Job Summary

The incumbent is responsible for Managing and participating in the day to day operation of Guest Services & Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

Major Duties and Responsibilities

• Assists the Guest Services Manager to develop, prepare, execute & achieve financial goals.
• Supervises all aspects of the Front Office/Guest Services (Night Audit, Guest Services and Reservations). Assist in the operation of all departments.
• Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
• Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
• Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
• Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
• Ensures application of credit policies, controls and handling of financial transactions.
• Assists the Guest Services Manager in recommendations, development and implementation of staff incentives designed to increase revenues.
• Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
• Acts as Manager on Duty, to represent Management during irregular business hours.
• Acts on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
• Implement & maintain all company policies & procedures.
• Assists hotel management as directed with development of special reports and/or special projects.
• Manager on Duty shifts are required. Oversee day-to-day operations.
• Must be available days, evenings, weekend and holidays.
• Duties associated with Guest Services Superviosr position including but not limited to the above

Minimum Qualifications and Skills

• 1-2 years of supervisory experience in a guest service environment.
• Previous Hotel Experience is a must.
• Hotel or post-secondary degree/diploma an asset.
• Excellent organizational, written and oral communication.
• Ability to deal with all levels of management and staff in a professional manner.
• Must be a self-starter, able to work under pressure with the ability to meet deadlines.
• Accuracy and attention to detail skills. Proven leadership qualities.
• Night audit experience an asset.
• Proficient/familiarity with Opera would be an asset.

Mental Effort

• Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
• Mental effort required in multi-tasking and handling interruptions that require refocusing.
• Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk

Physical Effort

• Standing at a computer for long periods of time.
• Frequently walking.
• Performs computer work daily.

Working Conditions

• Will be required to work evenings, weekends, holidays and shift work.
• Typical shifts are 10 A.M. to 6:30 P.M. and/or 7:00 A.M. to 3:30 P.M.
• Will be required to work in fast paced, stressful environment.
• Will be exposed to and working with household chemicals.

Type of Supervision Required

Reports to the Guest Services Manager. Works under general instructions to prioritize and complete assigned tasks.

Please Note: This Job Description is not neither definite nor restrictive and may be modified or added to in the future to meet changing needs.