Guest Services Supervisor

7 months ago

Kingston, Canada Holiday Inn Express & Suites Kingston Central Full time

**ABOUT US**

At Holiday Inn Express & Suites Kingston Central, we pride ourselves in delivering warm and welcoming experiences for guests staying for business or pleasure. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime.

Owned and operated by Diamond Hotels Management Inc. we are committed to delivering exceptional, guest centric hospitality experiences, supporting our associates in meaningful ways, positively impacting the community and integrating sustainable tourism into every part of our business.

Working for our Holiday Inn Express & Suites Kingston Central property allows for many growth and development opportunities in each department and property, participating in fun, inclusive employee events, access to discounted Kingston Frontenacs Hockey Tickets, group insurance benefits for full-time employees, hotel discounts for you, your family and friends, and more

***:
The Guest Service Supervisor is responsible for managing and overseeing our Front Desk operations to achieve service excellence with a focus on customer service, staff leadership, performance management, and development. With their incredible leadership and initiative, they achieve the overall goals of the organization through effective workforce and ensuring our guests needs are consistently met, they’re concerns and issues are solved and their stay is warm, welcoming and comfortable.

**DUTIES & RESPONSIBILITIES**:

- Coordination between you and the GSM that one will be present at all peak periods which shall include Friday evenings, Saturday all day and Sunday in the morning.
- Provide direction, support, and motivation to Guest Service Representatives
- Training of staff to meet and exceed the minimum Standard of Excellence
- Ensuring dress code of all Front Desk staff adhered to
- Conduct timely performance evaluations and coaching of staff to reach objectives for career development, training, and growth.
- Reconciliation of Group accounts and packages
- Complete Loyalty Champion training, monthly calls, and tasks (distributing points, completing quarterly action plans, reconciling PC Rewards stays on a monthly basis.
- Ensure all staff are familiar with Rewards Program
- Consistent balancing of Department float
- Management of "Due Outs" to maximize Day Rates
- Assist Housekeeping with resolving room discrepancies.
- Completion and accuracy of Duty Manager Reports
- Ensure accuracy of Computer input, rate codes etc.
- Ensure that Central Reservations information up to date
- Effectively handle Customer complaints or compliments
- Proper handling of switchboard
- In coordination with GSM/AGM, ensure staffing level is adequate to handle business volume.
- Ensure that reservation service is efficient.
- Proper handling of special requests, VIP'S and Guest requirements
- Wake-up calls recorded and completed to guest specifications.
- Participation towards overall Hotel Maintenance and Cleanliness
- Programming door locks
- Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments.
- Supports and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making.
- All other duties as assigned.

**The above areas of responsibility are not all inclusive and may be amended from time to time.**

**QUALIFICATIONS**:

- Completion of Grade 12 plus additional post-secondary courses or a one-year certificate in hospitality
- Previous front desk experience
- Previous supervisory experience preferred.
- Must be flexible to workdays, evenings, weekends, holidays.
- Proven leadership skills
- Excellent interpersonal and employee relations skills
- Strong decision making and problem-solving skills.
- Ability to work under pressure.
- Must possess the ability to communicate effectively within a diverse team environment.
- Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests.
- High degree of enthusiasm, initiative, and professionalism

Pay: $20.00 per hour

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Evening shift
- Every Weekend
- Monday to Friday
- Morning shift

Work Location: In person

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