Guest Services Supervisor

2 weeks ago

Peterborough, Canada Westmont Hospitality Group Full time

**Job Summary**

The incumbent is responsible for Managing and participating in the day to day operation of Guest Services & Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

**Major Duties and Responsibilities**
- Assists the Guest Services Manager to develop, prepare, execute & achieve financial goals.
- Supervises all aspects of the Front Office/Guest Services (Night Audit, Guest Services and Reservations). Assist in the operation of all departments.
- Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
- Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
- Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
- Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
- Assists the Guest Services Manager in recommendations, development and implementation of staff incentives designed to increase revenues.
- Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
- Acts as Manager on Duty, to represent Management during irregular business hours.
- Acts on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
- Implement & maintain all company policies & procedures.
- Assists hotel management as directed with development of special reports and/or special projects.
- Manager on Duty shifts are required. Oversee day-to-day operations.
- Must be available days, evenings, weekend and holidays.
- Duties associated with Guest Services Superviosr position including but not limited to the above

**Minimum Qualifications and Skills**
- 1-2 years of supervisory experience in a guest service environment.
- Previous Hotel Experience is a must.
- Hotel or post-secondary degree/diploma an asset.
- Excellent organizational, written and oral communication.
- Ability to deal with all levels of management and staff in a professional manner.
- Must be a self-starter, able to work under pressure with the ability to meet deadlines.
- Accuracy and attention to detail skills. Proven leadership qualities.
- Night audit experience an asset.
- Proficient/familiarity with Opera would be an asset.

**Mental Effort**
- Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
- Mental effort required in multi-tasking and handling interruptions that require refocusing.
- Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk

**Physical Effort**
- Standing at a computer for long periods of time.
- Frequently walking.
- Performs computer work daily.

**Working Conditions**
- Will be required to work evenings, weekends, holidays and shift work.
- Typical shifts are 10 A.M. to 6:30 P.M. and/or 7:00 A.M. to 3:30 P.M.
- Will be required to work in fast paced, stressful environment.
- Will be exposed to and working with household chemicals.

**Type of Supervision Required**

Reports to the Guest Services Manager. Works under general instructions to prioritize and complete assigned tasks.

**Please Note***: This Job Description is not neither definite nor restrictive and may be modified or added to in the future to meet changing needs.

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