Guest Services Supervisor

1 day ago


Hamilton, Canada Homewood Suites by Hilton Hamilton Full time

**POSITION AVAILABLE: Guest Services Supervisor**

**REPORTS TO**: **Guest Services Manager**

**LOCATION: Homewood Suites by Hilton**

**ADDRESS: 40 Bay Street South, Hamilton, ON L8P 0B3**

**SUMMARY**:
Under the general guidance of the Front Desk Manager and within the limits of establishing Homewood Suites by Hilton Hamilton policies and procedures, the Guest Service supervisor is responsible for all aspects of the front desk operation ensuring that Guest Service Agents & Night Auditors provide impressive customer service and supporting the Front Desk Manager in other areas as needed such as Breakfast and Meeting Rooms. Must be available to work morning, evening, on weekends and holidays.

If you carry the hospitality gene and passion to delivering and exceptional customer service experience and seeking for an exciting change...this is it. We want to meet you.

**RESPONSIBILITIES**

Provide noticeably outstanding guest service (constantly focused on service delivery)
- Be exceptionally knowledgeable about the hotel’s facilities and services
- Help in the Hire and develop a professional knowledgeable guest service team (document training)
- Be knowledgeable and ensure all brand standards are adhered to
- Support and encourage all team members to enhance Guest Service and/or satisfaction
- Gain expert knowledge of all front desk systems and procedures and train all staff
- Manage reservations and rates and maximize revenues
- Perform office administration and carryout hotel accounting functions
- Ensure all phones are answered (as a priority) correctly and professionally
- Ensure proper credit control and handling of financial transactions (guest accounting)
- Ensure all staff are in uniform
- Be an expert with Brand programs including Honors membership and help train staff
- Promote an outgoing and fun yet professional image to guests, potential guests and team members
- Conduct regular front desk, administration office and Suite Shop inventories, control and inspection of all supplies, equipment and make approved purchases
- Be efficient, effective and responsive with inquires and requests using good communication
- High level of communication with maintenance department and any outstanding issues
- Review and follow up on information from the guest satisfaction tracking systems
- Ensure all Guest Service storage areas are clean, maintained and organized
- Understand and execute responsibilities of the Fire Safety Plan, WHMIS, and Health & Safety
- Support in operations of the Housekeeping and Food and Beverage as needed.
- Accomplish or assist with ‘special projects’ as required
- All other duties as assigned

**REQUIRMENTS**:

- Minimum of 2 years’ experience in Hotel Front Desk role preferred
- Knowledge of ONQ Reservations system is preferred
- Day, evening and night availability and flexible working hours for a 24-hour establishment
- Strong analytical abilities, detail oriented and able to multitask
- High school or college diploma in Hospitality or Tourism an asset
- Advanced knowledge of Excel & Microsoft Office
- Bilingual an asset

**Apply...**

Vrancor Hospitality is an equal opportunity employer and we would like to thank all applicants for their interest. Only those applicants under consideration will be contacted.

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 3 years (required)
- Supervising: 1 year (required)



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