Front Office Supervisor

4 weeks ago

Toronto, Canada SoHo Hotel Toronto Full time

**ABOUT THE SOHO**

The luxury of space is central to the promise of an unrivaled experience at SoHo Hotel Toronto.

The SoHo Hotel Toronto, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the City of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Every aspect and detail of SoHo Hotel Toronto’s accommodations have been fashioned for our guests’ comfort and pleasure, from exquisitely comfortable furnishings and state-of-the-art technologies to the stunning views and second-to-none amenities and services.

The SoHo Hotel Toronto offers 89 redesigned rooms and suites featuring an 80 sq. ft. dressing area, marble bathrooms, and heated floors provide a space for guests to relax, rejuvenate, work or to celebrate a special occasion. Our rooms and suites are double the size of other luxury hotels in Downtown Toronto.

The SoHo Residences Apartment Hotels Toronto, Ottawa Lisgar, and Ottawa Champagne consist of luxurious apartment units for comfort and practicality, perfect for extended-stay and with unlimited experiences right outside their doorstep.

**THE SOHO CULTURE**

As a luxury boutique hotel and residences, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcomes culture from all background and experience. We are a growing and dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company culture is to take care of our team, our guests, and the community.

**S**ervice - we believe hospitality is an art

**O**wnership - we pride ourselves on accountability

**H**onor - we respect all guests, team members and the community

**O**riginality - we celebrate and encourage authenticity

We welcome you to be part of our petite yet connected team of the SoHo family.

**THE POSITION**

The position will be directly reporting to the Director of Operations and other managers of the front office, working alongside with Night Auditors, Concierge team, and receiving requests from other departments and guests.

This role requires in the SoHo Hotel Toronto office located at 318 Wellington Street, Toronto, Ontario, on fluctuating schedule. Schedules are assigned weekly, with a mixture of morning, evening, weekdays and weekend shifts.

**DUTIES & RESPONSIBILITIES**
- Always ensure outstanding customer service.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Support and assist team members in handling guest inquiries and requests and in resolving guest complaints.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
- Build strong relationships and liaise with all other departments, especially housekeeping, reservations, engineering and concierge etc..
- Takes responsibility in the absence of Manager on Duty.
- Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
- Ensure accuracy of billing and payment processes.
- Monitor and review guest feedback and follow through.
- Monitor staff performance and provide feedback.
- Able to make reasonable and professional decisions.
- Act as a role model, sharing your expertise and continually inspiring the front office team.
- Performs other duties as assigned, requested or deemed necessary by management.

**QUALIFICATIONS & REQUIREMENTS**
- 2-3 years’ front office supervisory experience in a 4-star hotel property.
- Flexible to work weekdays, weekends, and statutory holidays.
- Experience and knowledge in hotel PMS (Opera Cloud PMS experience preferred).
- Knowledge of Preferred standards is an asset.
- Friendly and outgoing personality, with an outstanding level of customer service and interpersonal skills.
- Excellent and professional communication and writing skills.
- Must have clear and concise written and verbal communication skills with front office team, management, and other departments.
- Excellent problem solving, reasoning, motivating, organization, leadership, and training abilities.
- Exceptional organizational skills and time management skills.
- Must be friendly and committed to a high level of guest service.
- Fluency in several languages an asset.
- The ability to handle confidential information.
- Must be able to demonstrate team-building experiences,

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