Front Office Supervisor

3 days ago

Emerald Park, Canada Sleep Inn Regina East Full time

We are looking for an individual who has a passion for customer service & the hospitality industry with team management experience to join our Supervisory Team at the Sleep Inn Regina East.

**SUMMARY STATEMENT**

The Front Office Superviso**r **is responsible for providing superior customer service by conducting themselves in a professional and friendly manner in all interactions with guests and coworkers.

The Front Office Supervisor’s is responsible to follow & support through their actions the tone and the directions set forth by the General Manager of the hotel through their interactions with both guests and employees. Their goal is to run an efficient and successful front office while liaising with the other departments and supervisors to ensure that all the needs of the guests are being met.

**CERTIFICATIONS**

The Front Office supervisor is responsible for completing all Choice Certifications assigned by the General Manager. They are required to take WHIMS 2015 Training, WHIMS Train the Trainer, Pool Operators Course and any other training assigned by the General Manager.

**PRIMARY DUTIES AND RESPONSIBILITIES**

**HR**
- Create the front office schedules and liaison with other departments for employees that work in various positions, based on the occupancy demands of the hotel.
- Train new employees all areas of the front office including:

- Property management system
- Phone Sales
- Customer Service
- Review and update training manual as needed
- Coach new and current employees
- Work desk shifts as occupancy demands require
- Be trained in all departments to assist when needed.
- Cover emergency vacant shifts including Night Audit

**Front Office Operations**
- Review Daily communication log and ensure all issues / situations from the previous day are handled or given to the appropriate departments to handle (ie Housekeeping or Maintenance)
- Review any front desk errors/mistakes and ensure the appropriate staff are coached on the correct situation
- Ensure there are no Housekeeping discrepancies
- Handle all no shows through the proper procedures
- Manage front office inventory levels of stock and order accordingly
- Ensure proper rates and tracking codes are being used by the front desk for accurate reporting.
- Ensure all marketing material is up to date and available for use by desk agents. Work with manager to ensure to order new items as needed
- Coordinate with local businesses (such as restaurants) for perks for guests
- Oversee breakfast department and ensure that it is maintained to the standards of the hotel/brand
- Assist with ordering as necessary
- Assist with high demand mornings and times as required.
- Manage Group Sales
- Watch for groups that will wash and manage inventory levels
- Set group rates with management.
- Watch for peak booking weekends to ensure the hotel is priced accordingly
- Create and send out contracts to groups
- Manage Account Receivables
- Ensure invoices are sent out in a timely fashion
- Post payments as they arise and ensure all documentation is filed correctly
- Manage Meeting Room & Catering Rentals
- Create Contracts
- Ensure food is ordered and AV is arranged for each event
- Ensure staff is available for set up/tear down
- Ensure staff is available for maintaining the event as needed
- Assist in various departments and occupancy demands require the extra help
- Be adept with all front office equipment including how to trouble shoot and fix issues
- Be knowledgeable in guest experience and areas that could cause concern
- Review and respond to hotel’s reviews
- Do daily deposits and accounting as per General Manager’s direction

SALES
- Conduct site tours for potential guests
- Collect data on in house guests for growing accounts
- Ensure all corporate information is being collected by front desk agents as new guests stay at the hotel.
- Conduct all research as needed by the management on corporate accounts
- Create and maintain local event calendar
- **Other Duties as Assigned**_
- Represent the Employer on the OHS Committee
- Reports any maintenance, security, or safety issues to the appropriate staff within the time frame given based on the severity of the issues
- All other tasks and duties assigned by Management

**Physical/ Cognitive Activities**:
This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

A significant part of the day may include standing and working at a computer. Stamina to be able to do this is required.

**Health and Safety**

It is the responsibility of all employees to ensure that they follow all health and safety policies by:

- working in a safe manner
- reporting any unsafe conditions
- immediately reporting any associ

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