Guest Services Supervisor

Rooms-Frt Dsk/N Adt/Hskpg/House Psn Full Time Hilton Suites Winnipeg Airport Hotel, Winnipeg, MB, CA

3 days ago Requisition ID: 3013

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 Transportation). 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 Supervisor 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.

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.

Working Conditions

• Will be required to work evenings, weekends, holidays and shift work.
• 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.