Guest Experience Service Supervisor Radisson Blu

6 months ago

Toronto, Canada Silver Hotel Group Full time

**Guest Experience Services Supervisor**

**What We Offer**
- Work with like-minded team members who are passionate about their work and keep things fun, every day
- Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)
- A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now
- Education Reimbursement for you (and your children)
- RRSP Matching Program
- Annual Wellness Credit
- Team Member Referral Program
- Leadership Development
- Team Building Events
- Culture of Recognition Program
- Hotel Stay Discounts

**Key Responsibilities**

Reporting to the Guest Services Manager or designate, you will:

- Deliver exceptional guest experiences by ensuring that the Guest Experience Department is meeting or exceeding service standards;
- Act as a management representative and on behalf of the Hotel senior leadership team during the overnight shift;
- Recruit, hire, and terminate guest services personnel as required, with the approval of the Guest Services Manager;
- Schedule the front office staff and supervises workload when on shift;
- Approve working hours of front office staff in Payworks;
- Monitor room sales on 3rd party website to adjust inventory and rates;
- Take care of oversold situations where guests may have to be relocated to other hotels;
- Evaluate the job performance of each guest experience team member;
- Maintain working relationships and communication with all departments;
- Manage emergency procedures during all shifts;
- Verifies that accurate room status information is maintained and properly communicated;
- Resolve guest problems quickly, efficiently, and courteously;
- Receive information from the previous shift manager and passes on pertinent details to the oncoming manager;
- Orders front office stationary;
- Process the night audit and reconciles all accounts and ledgers;
- Ensures the implementation of all hotel policies and house rules;
- Operates all aspects of the Front Office computer system, including software maintenance, report generation, and analysis, and simple configuration changes;
- Prepares revenue and occupancy forecasting;
- Monitors all V.I.P's special guests and requests;
- Provides information and training as required in accordance with the Workplace Hazardous Materials Information System (WHIMIS), including the use of protective equipment;
- Performs other duties as assigned.

**What We are Looking for...**
- Experience working in customer service in a hospitality setting;
- Experience with hotel supervisory responsibilities;
- Experience working with Opera is a must
- Must be able to effectively communicate in English both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner;
- Knowledge of a second language like French and Spanish is an asset
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests;
- Must be able to multitask and prioritize departmental functions to meet deadlines;
- Must be available to work flexible shifts which may include but are not limited to days, evenings, overnights, weekends, and holidays as required by management.

The Radisson Blu Hotel in Toronto’s Harbourfront district is an intimate, boutique-style hotel providing dramatic views of Lake Ontario and the CN Tower. This downtown Toronto hotel is minutes from the CN Tower, Rogers Centre and Air Canada Centre, 15-minute walk to Union Station and just two kilometres away from Billy Bishop Toronto. Radisson Admiral Hotel Toronto-Harbourfront is perfect for business and leisure travellers, offering 157 guest rooms with cool blue accents, crisp white linens, wood floors and fresh design creating a space designed for relaxing. Special Studio Rooms have in-room fireplace setting the scene for the perfect romantic getaway. During the warmer months, Lakeview Pool Lounge is an excellent place to cool off in the pool and have cocktails and snacks crafted in-house while enjoying stunning views of Lake Ontario.

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from internationally branded full and select-service hotels to independent and boutique hotels. At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, and Recognition. As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement an

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