Front Office Supervisor

2 weeks ago

Ottawa, Canada Les Suites Hotel, Ottawa Full time

**THE COMPANY**:
Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With 81 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NF but also experientially diverse from Roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

This position reports to the Guest Service Manager

**THE ROLE**:
Assist in managing the hotel’s overall operation, maintaining quality standards and ensuring guest satisfaction during the scheduled shifts and/or in the Guest Service Manager’s absence. The Front Office Supervisor provides leadership and support to all members of the Front Office, implements and enforces the Les Suites’ Brand and Company standards in all areas supervised.

**ACTIVITIES**:

- Direct and control the activities of the Front Office, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures.
- Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.
- Must ensure that all personnel are trained & kept well informed of department objectives and policies.
- Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.
- Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.
- Maintains reservations systems such as Yield Management System and Property Management System.
- Assists the Guest Service Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.
- Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.
- Creates an operating environment that assures consistent guest satisfaction. Ensures proper handling of guest complaints.
- Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.
- Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.
- Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
- Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
- Display a high degree of professionalism and integrity as befitting a member of management.
- Respond properly and take a supervisory role in any hotel emergency or safety situation.
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.
- Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
- As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

**_Note: Other duties as assigned by the Guest Service Manager / Executive Housekeeper / General Manager_**

**EDUCATION/EXPERIENCE**:
Four-year college degree is preferred, but not required and/or equivalent work experience. Special consideration will be given to those who exhibit exemplary performance.

**SKILLS**:

- Analytical and problem-solving skills, developed through researching, evaluating and presenting arguments and data;
- IT skills to collect, analyse and present information in spreadsheets and databases;
- Oral and Written communication skills;
- Negotiation and teamwork skills, developed through wor

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