Supervisor - Holiday Inn & Staybridge Suites

6 months ago

St Catharines, Canada Heart of Niagara Hotels Full time

**Holiday Inn & Staybridge Suites**

**Heart of Niagara Hotels**

**Job Title**:Supervisor**

**Department - Guest Service**

**Industry**: Hospitality

**Reports to**: General Manager, Guest Service

**Job Overview**:
Are you a dynamic leader with a passion for providing exceptional guest experiences? Holiday Inn & Staybridge Suites is seeking a Hotel Guest Services Supervisor to join our team and elevate our guest service standards to new heights.

As the Hotel Guest Services Supervisor, you will play a pivotal role in ensuring the smooth operation of all guest service activities.

**Your responsibilities will include**:

- Supervising and coaching Guest Service Agents and Auditors, ensuring they always deliver outstanding customer service.
- Acting as the Manager on Duty in the absence of the Guest Service Manager/GM, overseeing front desk operations and resolving any issues that may arise.
- Greeting guests warmly and assisting with check-in and check-out procedures.
- Providing information to guests and answering inquiries about the hotel facilities, services, and local attractions.
- Coordinating transportation arrangements and assisting guests with luggage as needed.
- Handling guest accounts, including billing, payment collection, and making changes.
- Ensuring the lobby area is well-maintained and stocked with amenities for guests' convenience.
- Generating reports using Opera software to track guest activity and room status.
- Conducting shift audits and reconciling cash and inventory with departing staff members.
- Leading by example to motivate and inspire Front Desk Clerks, providing guidance and support as needed.
- Collaborating with other departments to fulfill guest requests and resolve any issues that may arise.
- Maintaining a professional and positive demeanor, always representing the hotel in a courteous and welcoming manner.
- Observing and reporting any security issues to the Guest Service Manager, maintenance ensuring the safety and security of guests and staff.
- Performing other duties as required to support the smooth operation of the hotel.

**Requirements**:

- High School Diploma, G.E.D., or equivalent; completion of a two-year apprenticeship program or college program in front desk operations or hotel management preferred.
- Guest service trade certification is advantageous.
- Minimum of 3 years of experience as a Guest Service Agent, with demonstrated proficiency in all aspects of customer service and people management.
- Minimum of 2 years in a supervisory capacity, hospitality preferred.
- Strong leadership skills with the ability to effectively supervise and direct a team.
- Thorough understanding of hospitality industry principles, methods, and practices.
- Proficiency in using Opera and Microsoft software packages.
- Excellent communication and interpersonal skills, with the ability to resolve conflicts and handle objections diplomatically.
- Strong organizational skills with the ability to multitask and prioritize tasks effectively.
- Flexibility to work varied shifts, including evenings, weekends, and holidays.
- Willingness to travel occasionally and attend training events as required.

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