Front Desk Supervisor

5 months ago

Pembroke, Canada Best Western Pembroke Inn & Conference Centre Full time

Front desk duties include, but are not limited to the following:

- Demonstrate a warm and professional attitude when interacting with all guests and co workers.
- Arrive for your shift ready to work, and in your full uniform including nametag. Uniforms are the employee’s responsibility to purchase after the 3 month probationary period.
- Interact with guests confidently while handling reservations, check ins, guests issues and check out.
- Be effective in communicating with all other departments within the hotel.
- Keep the front desk clean and tidy, as this is the first thing our guests see when they walk in.
- Ask questions when you are unsure how to do something. If a guest asks you a question you are not sure the answer to, let the guests know you are unsure and you will get back to them.
- Follow our company’s policies and procedures at all times.
- Upsell guest rooms and promote hotel services.
- Guest Privacy is paramount in our hotel; we ask that you take care when dealing with any guest information, so it cannot be shared with other guests. Be mindful where you are leaving in house list and arrivals lists.
- Assist with guests needs as they arise.
- Pass along all guest inquiries to the correct departments: meeting and events, groups and sports fitness and restaurant.
- Follow the front desk procedures to ensure shift duties are being completed, and all task are being performed correctly and consistently.
- Handle all guest complaints with professionalism and empathy. Pass along all guest complaints to management.
- Encourage guests to tour our local area attractions. The OVTA’s information binder is at the front desk.
- Always show a united front with all other departments.
- Continue to promote the loyalty of our brand by offering guests a Best Western Rewards card.
- Ensure the gift shop and lobby areas are neat and tidy at all times.
- Smile

Guest Services Supervisor Duties are as follows (but not limited to):

- All duties as outlined above.
- Supervise all front desk staff and ensure that they are following policies and procedures that have been created and put into place by the Guest Services Manager.
- Suggest other policies and procedures to Guest Services Manager and Assistant General Manager that would streamline services offered by the hotel.
- Perform reservation reviews on a daily basis to manage inventory and communicate to the housekeeping department.
- Deal with customer satisfaction issues and ensure that Guest Services Manager and Assistant General Manager are aware
- Communicate with other departments regarding guests needs and experiences.
- Create guest services schedules with the help of Guest Services Manager and Assistant General Manager for approval.
- Perform extra duties as given by the Guest Services Manager and General Manager.

Pay: $17.50-$18.00 per hour

Expected hours: 30 - 44 per week

**Benefits**:

- Company events
- Discounted or free food
- On-site gym
- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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