Front Desk Supervisor
2 weeks ago
The Duty Supervisor will supervise the operations and personnel of the Front Desk, and Guest Service Agents in order to ensure the smooth and efficient operation of the Front Office. The position also involves coordinating Front Office and Back Office activities in order to maintain the highest occupancy possible, as well as resolving any problems in a timely manner. The Duty Supervisor is responsible for organizing and cross training a team, which can interchange duties. Other responsibilities include administrative and sales related processes to ensure that our RevPAR targets and service levels are the highest priorities for all team members.
1. As a Front Desk Supervisor you will be expected to work a minimum of 5 days per week including weekend (44 hours per week excluding lunch)
2. The employee acknowledges that the company can review the Duty Supervisor role at any time and make amendments to the roles and responsibilities as required based on the needs of the operation.
3. The employee acknowledges and agrees that as a member of the managerial staff she is not eligible to receive overtime compensation
4. Reporting to work on time for scheduled work hours.
5. Conforming to the hotel’s established standards of dress, grooming and personal hygiene as it pertains to Managerial Staff.
6. You will be expected to work with the guest service agents on various shifts to ensure that daily front desk procedures are being completed as efficiently as possible, these include but are not limited to the following:
- Overall organization of the front desk environment, including files and documents
- Check out procedures
- Check in procedures
- Reservations
- Ensure all shifts balance their deposits
- Bucket checks are being completed twice per shift
- High balance reports are being reviewed daily
- Ensure all interfaces are running
- Ensure cash hold and declined credit card bookings are addressed by no later than 4:00PM
- Ensuring all guest special requests are coordinated with the necessary departments
- Set up new corporate accounts
- Coordinate all online bookings to ensure that reservations are properly entered in the property management system.
7. If there are any requests pertaining to meeting rooms, group blocks, and/or long term stays provide the customer with as much information as possible and ultimately coordinate the bookings with the sales manager.
8. Ensure all groups and meetings are efficiently coordinated both at check in and check out.
9. Respond to customer complaints and make necessary decisions as it applies to maintaining customer satisfaction.
10. Supervise the front desk staff to ensure that customer service meets and exceeds brand standards
11. Conduct orientation and training of new front desk staff including explaining policies, procedures.
12. Assist with the scheduling of front desk and housekeeping staff.
13. Ensure housekeeping ratios are maintained within brand standards
14. Record data regarding work assignments including examining the hotel to determine the need for repairs and or replacement of furniture, fixtures and equipment.
15. Motivate and foster a team atmosphere and strong communication within the front desk staff and hotel as a whole.
16. Perform Room Inspections, including working with the on-site engineering department to ensure that that our hotel is properly maintained, including all room equipment such as televisions and high-speed internet are in working order.
17. Liaison with department heads on a daily, weekly and monthly basis to determine the most effective strategies are being implemented for capturing revenue.
18. You will be expected to be available to cover additional shifts in the event of staff shortages or emergencies.
19. You will be expected to cover hotel management duties when there is a management shortage or an emergency
All other duties as is assigned
**Job Types**: Full-time, Permanent
**Salary**: From $18.50 per hour
**Benefits**:
- Dental care
- Extended health care
- Vision care
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus pay
COVID-19 considerations:
must be vaccinated
Ability to commute/relocate:
- Concord, ON: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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