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Guest Services Supervisor

4 weeks ago

Brockville, Canada Hampton Inn By Hilton Brockville, ON Full time

The Front Office Supervisor at the Hampton Inn by Hilton Brockville is responsible for providing quality guest service within the guidelines specified by the hotel management. Oversees all Front Office operations including Night Audit.

Reporting to General Manager and working together with Leadership team.

**Responsibilities**:
Responsible for the engaging, mentorship, motivation, training and development of the front office team

Coaching, counseling, and disciplining all the shift employees using proper documentation and proper techniques.

Responsible for coordinating effective and creative scheduling for all areas of front office operations.

Able to analyze guest feedback relating to a variety of sources to identify trends and implement operational changes to satisfy the guest feedback.

Act as a guest recovery specialist/mentor and ensure that all issues are appropriately recorded and effectively communicated to department heads for appropriate follow up

Tasks such as scheduling, payroll, performance reviews, performance management and training

Set and maintain a high level of guest service.

Provide support for the front-line staff.

Meet front desk staff to get any pertinent information.

Review front desk logbook for any other information or incidents and follow-ups.

Review all arrivals, noting and special requests or challenges.

Inspect all VIP arrival rooms.

Oversee and supervise all duties performed by all front office employees.

Ensure that all front office employees complete their essential duties before their departure

Assist with all sick calls or tardiness by finding proper coverage, report to work, or stay until proper coverage can be found

Responsible for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees

Responsible for maintaining and monitoring that all employees follow proper cash handling and procedures

Responsible for replying to all online guest reviews.

**Qualification requirements**:
Previous leadership role, team development and team management required

Hospitality diploma or degree an asset

Working knowledge of OnQ an asset

Strong knowledge of hotel operations and of the local area

Excellent communication and interpersonal skills, both written and verbal

Must be legally eligible to work in Canada

**Salary**: From $17.50 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Brockville, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: One location

Expected start date: 2023-02-14

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