Front Office Supervisor

3 months ago

Calgary, Canada The Best Western Premier Calgary Plaza Hotel & Conference Centre Full time

**Welcome to the Premier Life. At Best Western, we are committed to providing exceptional service and quality to our guests. Through our Values for Excellence, we are committed to providing exceptional guest experiences and achieving excellent results through our employees. We are currently recruiting, and we want you to join us**

The Front Office Supervisor is responsible for assisting the front office team, while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

**Duties and Responsibilities**:

- Must adhere to hotel grooming standards and present themselves at the start of each shift in a clean and pressed uniform with name badge displayed
- Approach all encounters with guests and ambassadors in a friendly, service-oriented manner, while employing the Best Western values and brand standards
- Comply at all times with Best Western standards and regulations to encourage safe and efficient hotel operations
- Maintain a friendly and warm demeanor at all times
- Ensure that ambassadors are at all times attentive, friendly, helpful and courteous
- Obtain all necessary information when taking room reservations
- Monitor all VIP and special guest requests
- Review Front Office/Duty Manager logs daily
- Fully comprehend and operate all relevant aspects of the hotel property management system
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
- Be aware of all rates, packages, and promotions
- Be familiar with all in-house groups
- Be aware of all closed out and restricted dates
- Follow and enforce all Best Western hotel credit policies
- Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed
- Establish and maintain good communications and teamwork with fellow ambassadors and other departments within the hotel
- Ensure that employees are following and maintaining standards
- Have knowledge of and assist in all emergency procedures as required
- Ensure that all guests are treated in a friendly, efficient and courteous manner
- Supervise other ambassadors to ensure accuracy of work
- Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
- Be able to perform all duties of Front Desk Agent and Night Auditor
- Run reports in a timely manner and relay necessary information to affected departments and individuals
- Answer all guest inquiries in a timely and professional nature
- Be involved in departmental meeting, planning and execution
- Take an active role in employee training
- Help maintain productivity levels at or above standards
- Assist in training and cross training of new hires and current employees on a regular basis
- Attend meetings/training as required by management
- Be aware of all rooms out of inventory/order
- Perform all duties and adhere to all policies assigned by front office management

**Qualifications and Skill Requirements**:High School Diploma or equivalent required ** Hospitality or Tourism degree an asset
- **At least 2 to 3 years of progressive experience in a hotel**:

- Previous supervisory responsibility preferred
- Must have previous hotel front desk experience
- Must be able to convey information and ideas clearly
- Must be able to evaluate and select among alternative courses of action quickly and accurately
- Must be able to multi task and delegate
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity
- Must routinely meet deadlines
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
- Previous experience working with Best Western is considered an asset
- Previous experience working with Opera PMS is considered an asset

**Job Types**: Full-time, Permanent

Pay: $18.00-$19.00 per hour

**Benefits**:

- Dental care
- Disability insurance
- Discounted or free food
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Weekends as needed

**Experience**:

- Hotel Front Desk: 1 year (preferred)
- Opera PMS: 1 year (preferred)
- Large Hotel (Over 200 rooms): 1 year (preferred)

Work Location: In person

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