Front Desk Supervisor

6 months 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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