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Guest Services Supervisor

7 months ago

Newmarket, Canada The Postmark Hotel Full time

**Position: Guest Services Supervisor (Front Desk)**

**The Role at a Glance**:This position plays a key role within our hotels. The Guest Services Supervisor reports into the Front Office Manager and is responsible for overseeing the front desk operations on a day-to-day basis which includes greeting and assisting guests and processing check-in/out transactions. Must be able to work independently and have strong problem resolution skills. You will manage the daily operations of the Front of House processes and staff to maximize revenue and profit while attaining optimal guest satisfaction.

**Your Day To Day Duties**:

- Create a warm and welcoming environment in the hotel lobby by ensuring all guests are greeted, and that their needs are met with enthusiasm.
- Supervise the Guest Service Agents.
- Train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
- Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
- Implement company programs and supervise the daily operations of the Front Desk to comply with Standard Operating Procedures (SOPS) and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
- Assist Front Desk Manager with short and long-term planning and the management of the hotel’s Front Office operations.
- Assist Front Desk Manager with Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans.
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model.
- Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
- Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
- Comply with attendance rules and be available to work on a regular basis.
- Comply with all Archive standards, policies and procedures at all times.
- Other tasks and responsibilities as assigned by management.

**You have**:

- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
- Up to 4 years or more of progressive hotel rooms management experience
- Service oriented style with professional presentations skills
- Hotel/Hospitality Degree is an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
- Clear concise written and verbal communication skills in English
- Must be proficient in Microsoft Word and Excel, must have property management systems experience
- Must have excellent organizational, interpersonal and administrative skills

**Inclusivity**: Our team fosters a culture of inclusion and belonging for both team members and guests. We celebrate diversity, collaboration and uniqueness

INDSJ