Front Desk Supervisor

4 weeks ago

Banff, Canada Canadian Rocky Mountain Resorts Full time

PRIMARY FUNCTION

The Front Desk Supervisor is a key member of the Front Desk/Guest Services team, assisting in managing and overseeing operations to ensure exceptional service standards. This role involves leading and supporting Guest Service Agents and Bell/Shuttle staff, ensuring efficient front desk operations, and maintaining the highest levels of guest satisfaction.

REPORTS TO

Front Office Manager/Assistant Front Office Manager

HOURS

As required

DUTIES & RESPONSIBILITIES

  • Ensure that the daily operations of the Front Desk are carried out efficiently and according to hotel policies.
  • Greet all guests in a friendly manner at all times.
  • Act as Duty Manager when the FOM/AFOM is not present.
  • Support the Front Desk team in handling guest issues and complaints.
  • Provide regular feedback on team performance to the Front Office Manager/AFOM.
  • Assist with the initial and ongoing training of Guest Service Agents to help them achieve a high quality of service.
  • Maintain thorough and up to date knowledge of the property, local area, room rates and packages.
  • Respond to reservation enquiries, providing guests with up-to-date information on our rates, special offers and packages.
  • Book room reservations, both over the phone and at the Front Desk.
  • Provide coverage for all Front Desk shifts as required, including Night Audit.
  • Prepare for Group, Media and FIT arrivals, coordinating with the F&B and Conference departments.
  • Ensure that the Front Office filing systems and tracking sheets are kept organized and up to date.
  • Organize rooming lists for tour groups, weddings and corporate functions.
  • Set up all the billing and packages for groups and weddings.
  • Complete all Opera system duties.
  • Other duties as required.

EXPERIENCE

  • Previous Front Desk experience is required.
  • Extensive Opera PMS experience required.
  • Positive attitude and a passion for customer service.
  • Previous leadership or supervisory experience is an asset.
  • Able to work under pressure and think on your feet to solve problems.
  • Organized with strong attention to detail.
  • A team player who can support and motivate others to succeed.
  • Must have the ability to work independently and remain calm in the event of emergency situations arise.
  • Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required).
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