Guest Service Supervisor

7 months ago

Kingston, Canada The Quality Inn & Conference CentreComfort Inn & Suites Kingston Central Full time

**ABOUT US**

At The Quality Inn & Conference Centre/Comfort Inn & Suites Kingston Central, we help guests feel refreshed and ready to take on the day by caring for them and delivering what they need with a friendly, can-do attitude.

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 Quality Inn & Conference Centre/Comfort Inn & 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 & RESPONSBILITIES**
- Assist in achieving the departmental budgets for the Front Desk
- Monitor employee performance and make recommendations to Manager regarding development, training, and corrective action
- Perform all tasks of a Guest Service Representative
- Ensure all operations and cash handling are done per hotel policies and procedures
- Foster effective communication with all departments to ensure a positive guest experience as well as to ensure the health & safety of staff and guests
- Maintain information on prices, rates, specials, packages, programs, etc, and assist in ensuring all staff are trained in all areas
- Analyze, investigate, and resolve guest complaints
- Assist in recruiting and training front desk employees
- Promote & manage the hotel's guest loyalty program
- Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
- Support and promotes a culture of equity, diversity, inclusion, and indigeneity that respects and incorporates different perspectives in decision making
- Act as Manager on Duty when required and handle and solve any problems that may arise
- Completion and distribution of weekly reports, forecasts, reservations, scheduling, and payroll input as required
- 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 secondary school diploma plus additional post-secondary courses in a related area, or equivalent
- Minimum 1-year front desk experience
- Previous supervisory experience preferred
- Must be flexible to workdays, evenings, weekends, holidays
- Excellent interpersonal and employee relations skills
- Strong decision making and problem-solving skills
- Ability to work under pressure while maintaining tact and diplomacy
- 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
- Posses a 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
- Holidays
- Monday to Friday
- Morning shift

Supplemental pay types:

- Overtime pay

Work Location: In person

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