Front Desk Supervisor

6 days ago

Montréal, Canada M-Montreal Hostel Full time

Reporting to the Assistant General Manager and the Front Desk Manager, as front desk supervisor you will assist in ensuring efficient operations front of house by providing an excellent standard of service to our guests and fantastic leadership to the reception team.

As well as resolving guest situations through critical thinking; training and guiding new and existing staff and finding & resolving administrative errors, you will exemplify the standards of your department and be a role model for the front desk team, all the while taking initiative at every opportunity to maximize revenue, guest satisfaction and staff retention & fulfillment.

**PREREQUISITES**:

- **Cloudbeds knowledge is mandatory**:

- Excellent communication skills (written and verbal) in **French and English** are mandatory, an additional language is a bonus.
- **Valid work Visa for Canada is mandatory**.
- A positive attitude and excellent communication skills.
- Experience of motivating and leading a team.
- Demonstrable excellence in customer service.
- Ability to remain calm whilst under pressure.

**EDUCATION**:
Degree or Diploma in Hospitality Management is an asset or Graduates Bachelor degree and/or diploma in hotel or other related field. Computer Knowledge in the Mac environment and experience Google Suite as well as MS Office are necessary

**EXPERIENCE**:
Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hostel or hotel.

**SALARY**:
**To be discussed, based on experience**

**As Front Desk Supervisor, you will**:
1. Ensure customers are greeted to the highest standard, both personally and by front desk team members.

2. Maintain a friendly, cheerful and courteous demeanour at all times, towards both customers and colleagues.

3. Be an exceptional source of knowledge of hostel standards, policy and operation in order to offer the most accurate information to the hostel’s guests and the team members you are supervising. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

4. Take responsibility in the absence of the Management Team.

5. Undertake regular reception duties, such as checking in guests, answering telephone and in-person enquiries, hotel and tourist information and more, as well as assisting other departments in servicing the guests during high volume periods.

6. Help oversee implementation of upselling and cross-selling strategies, suggestive selling and other occupancy and revenue boosting techniques delegated by management, ensuring and encouraging the front desk team to adhere to their instruction on the implementation of this strategies.

7. Supervise daily shift process ensuring all team members adhere to standard operating procedures and company policy, intervening and providing counsel and training should a standard or procedure not be respected or carried out properly.

8. Undertake walk-throughs of the hostel and common spaces to ensure that all operating standards are upheld at all times, for example cleanliness, atmosphere and security. Ensures safety by following security procedures and reporting suspicious activity to security and/or management.

9. Assist in the training of, directing the work of, resolving problems with, coaching and counselling all front desk team members and interns.

11. Resolve team member issues and problems where possible, or in the case where this is not possible, refer them to the appropriate manager.

12. Ensure the highest standard of communication across the M Montreal Viva Engage platform, publishing Shift Notes and ensuring all relevant information is shared between departments, communicated to customers, published on all necessary internal platforms and/or verbally communicated where required.

13. Build strong relationships and liaise with all other departments, including housekeeping, maintenance, office, food & beverage etc.

14. Organize housekeeping in the absence of the Management or else where required, creating and verifying accuracy of the list, creating priorities, communicating things of note (eg. Late check outs, special requests, blocked rooms, groups) and providing the Housekeeping Worksheet.

15. Control cash transactions at the front desk by ensuring employees follow cash procedure, signing in and out their float balanced at the relevant amount, and maintain complete responsibility for deposits and other forms of cash taken or held at the reception.

16. If necessary, assist the Management in arranging and undertaking regular department meetings, and attending management meetings as required.

17. Respond to guest reviews as well as complaints and feedback according to hostel guidelines to ensure the upkeep of the hostel’s high reputation & customer satisfaction.

18. Assist in projects or other duties assigned, requested or deemed necessary by management.

19. Maintain a smooth and healthy communication with the Management team and report any is

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