Front Desk Supervisor

2 weeks ago

Red Deer, Canada Red Deer Resort & Casino Full time

**Are you a hospitality professional with exceptional leadership skills and guest service excellence? Red Deer Resort & Casino is seeking a Front Desk Supervisor to oversee our front desk operations and ensure exceptional guest experiences.**

**Summary**

Under the direction of the **Front Office Manager, **the **Front Office Supervisor **supports the operation of the entire Front Office, Club Lounge and Reservation team while liaising with sales & catering, housekeeping, maintenance, and accounting in the successful implementation of the hotel’s policies and procedures. The Front Office Supervisor must ensure a high level of customer service at all times, maintain a friendly disposition, and resolve escalated issues of customers. This position will act as a role model, sharing expertise and knowledge with the Front Desk Agents.

**Essential Duties and Responsibilities**
- Engage with guests throughout all touch points. Be an exemplary representative of guest interaction and customer service.
- Address and be proactive with all guest concerns brought forward.
- Ensure all guest complaints or problems are documented, and the appropriate departments are immediately notified to resolve the situation if required; ensure follow-up to ensure completion and guest satisfaction.
- Respond quickly to guest requests in a friendly and proactive manner and follow up to ensure complete guest satisfaction.
- Under the guidance of the Front Office Manager, train, supervise, motivate, and discipline front office and club lounge associates to maintain excellent customer service.
- Ensure Front Desk Agents are trained and informed of all procedures, policies, and programs.
- Maintain the training manual for the front office department.
- Maintain complete knowledge of scheduled daily activities, in-house groups, all special requests, and hours of operation of each outlet, features and services provided by the hotel.
- Work regular shifts at the front office and rearrange the work schedule as required in case of any absence.
- Assist and support the Front Office Manager and the Rooms Division Manager with any initiatives required, ensuring the ongoing success of the hotel.
- Coordinate advance arrangements for high-priority groups and/or individuals, ensure the house is appropriately blocked for arrivals with special requests and/or preferences.
- Ensure daily tasks and checklists for all front office associates are completed.
- Conduct regular audits to ensure par level for front office supplies.
- Promote and maintain a safe and healthy work environment while adhering to the policies and procedures set out by the Health and Safety Committee.
- Ensure the guest services department consistently meets and exceeds Red Deer Resort & Casino standards and goals.
- Create a front office schedule in the absence of the Front Office Manager, and ensure staffing levels are adequate for future dates at both the Front Office, Club Lounge, and Reservation.
- Maintain and log all lost and found items at the Front Desk using the Parcels program. Ensure cleanliness of the Front Desk and back office spaces at all times.
- Ensure hotel-designated VIPs and guests who purchase Club rooms are identified, recognized, and pre-blocked according to their preferences.
- Coordinate with the sales team to ensure VIPs within the hotel are acknowledged, and any special amenities are requested in advance in preparation for their arrival.
- Prepare and make sure all VIP items and/or cards are delivered to the rooms prior to the guest’s arrival.
- When requested, plan for, and prepare site tour rooms. This includes inspection and communication with maintenance/housekeeping for any quick fixes required to be done. Rooms are to be set up and readied as a welcoming environment.
- Update data and statistics on Club Lounge usage. Including but not limited to stock, attendance vs usage, and revenues created. Complete monthly inventory counts as required.
- Maintain a visual presence in the Club Lounge to ensure all items are up to Red Deer Resort & Casino Standard, and guest or associate concerns with the space are addressed in a timely manner.
- Other related duties as required.

**Education, Qualification and Requirements**
- 2 or more years of working in a hotel or related experience is preferred
- 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
- Experience in all aspects of customer service
- Minimum 1 year of management/supervisory experience
- Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
- Exceptional conflict resolution, negotiation, and objection-handling skills
- Able to respond quickly in a dynamic and changing environment
- Able to build and maintain lasting relationships with corporate departments, key business partners, and guests
- Able to effectively communicate both verbally and in writing, in

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