Front Office Supervisor

3 months ago

Sun Peaks, Canada Sun Peaks Grand Hotel Full time

**Compensation Information**:
$23.00, per hour

**Physical Requirement**:
Medium: Work activities involve handling loads between 10 and 20 kg; Predominately indoor setting.

**Accountabilities**:
**Operations**:

- Covers all shift types (AM/PM/Nights) as required
- Champions quality service when assisting with guest check ins, check outs and additional hotel standard special requests as it relates to their stay
- Oversees the front desk operations and ensures established SOGs are executed in a professional and consistent manner
- Shares Guest Service Best Practices with Guest Service Agents and Bell team through ongoing coaching
- Works toward continuously improving operational processes and provides ongoing suggested improvements to the Front Office Manager to improve processes and remove barriers that weaken guest experience
- Organizes all incoming guest package requirements including vouchers, traces, amenities etc.; and ensures voucher inventory levels are maintained
- Assists with reviewing guest feedback sources
- Contacts Public Spaces when emergent deeper cleaning is required.
- Ensures proper placement of lobby furniture at the beginning and throughout shift.

**Team Commitment & Collaboration**:

- Assists the Front Office Manager in training Guest Services Agents and Bell team members on Front Office operations
- Supervises the Guest Services Agents and Bell team, finding coaching opportunities throughout each day ensuring continued growth and development for all team members; documenting appropriately
- Provides the Front Office Manager timely feedback regarding Guest Services Agents and Bell team opportunities of growth or performance management needs. Assists with
- Encourages and builds mutual trust, respect, and cooperation among team members, ensuring team members are treated fairly and equitably.
- Assists the Front Office Manager with Front Office team reviews
- Advises the Front Office Manager of team member advancement when aptitude & engagement presents in entry level positions
- Acts as the cash out champion for Guest Services Agents; offering ongoing training and support for accurate cash handling.

**Guest Experience**:

- Champions guest resolution using existing SOGs; and provides ongoing suggested improvements to the Front Office Manager
- Interacts with the guest throughout the duration of their stay, anticipating their needs and proactively resolving guest concerns
- Drives customer loyalty by building individualized connections with guests
- Acts as the Lobby Ambassador - Hotel & Guest Liaison
- Manages and owns the lobby, providing best experience for guests and visitors alike
- Diffuses potentially awkward and hostile situations; dispatches Security as required
- 1-year minimum Front Desk experience, coupled with some progressive supervisory experience in any field; resort experience is a strong asset
- Post-secondary education in accounting, hospitality, or related field
- Dedicated to working within a dynamic team that focuses on collaboration and guest experience
- Proficiency with computer systems required, such as Microsoft Office and Opera
- Professional demeanour with a passion for exceptional guest service and the ability to anticipate guest needs
- Excellent communication skills, both written and verbal, as well as excellent problem-solving abilities
- Leadership skills with the ability to coach, redirect, and motivate team members

**Why join us?**

We are Canada’s second-largest ski area and a passionate team committed to providing the finest mountain resort experience to our guests.

Our people are at the heart of what we do, making a difference to our guests and our workplace every single day. That’s why we invest in the employee experience; to ensure everyone can be at their best and live our values.

No matter who you are, or your career journey to date, once you join the team at Sun Peaks, you’ll get to feel part of our special community right away. You and your wellbeing matter to us; you’ll have plenty of opportunities to grow and learn, as well as enjoy everything our beautiful mountain resort has to offer.

In return, we expect you to be passionate about working together to create special memories for our guests, while taking care of our precious environment for others to enjoy into the future.

**The perks and benefits you’ll get to enjoy**:

- Winter/Summer Season Lift, Trail and Golf passes (varies by position)
- Access to our Employee and Family Assistance Program
- Dining discounts within our hotel & Resort-owned outlets
- Retail discounts in our Resort-owned outlets
- Friends and family hotel rates at Sun Peaks Grand Hotel
- Reciprocal programs with partnering ski areas & hotels
- (_Insert_ bonus language for Winter)_

We acknowledge that we live, work, and play on the traditional territory of the Secwépemc People.

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