Rooms Division Supervisor

7 days ago

Toronto, Canada Gladstone House Full time

A collection of heritage-driven, neighbourhood-centric hotels.
Archive Hospitality Group began with a mission: Revitalize architectural landmarks as vibrant places that anchor and contribute to the community. We reimagine historic buildings deeply rooted in their location and welcome travelers and locals alike to share memorable experiences. From the people and places we encounter to the connections we make; we aim to create space for all. We strive to bring the same level of quality, commitment, and dedication we give to our properties to the Archive Team.

**Position: Rooms Division Supervisor**

**The Role at a Glance**:This position plays a key role within our hotels. In collaboration with the Front Office Manager and the Housekeeping Manager, the Rooms Division Supervisor is responsible for the inspection of the rooms and ensuring they are up to the property’s standard of quality, The Supervisor will also ensure smooth processes and high compliance in terms of guest relations, housekeeping, and reservation standards by overseeing the operations of both departments for an overall perfect guest experience.

**Your Day To Day Duties**:

- Directs the Housekeeping staff in the fulfilment of departmental assignments with a high degree of quality, within budget parameters, and on schedule.
- Ensures exceptional levels of cleanliness and care of guest rooms and public areas.
- Creates and develops policies and procedures to ensure a safe and efficient working environment.
- Maintains the care and use of supplies, equipment, and the appearance of all housekeeping areas and ensures that Housekeeping staff follow same.
- Performs daily inspections of common areas and rooms for sanitation, order, safety and proper performance of assigned duties.
- Spot checks storage rooms, utility and janitorial closets, etc., for upkeep and supply control.
- Coordinates repair needs with Maintenance.
- Attends all required meetings to provide input and recommendations.
- Ensures the team delivers outstanding guest care at all times.
- Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Assists with incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
- Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Ensure Front Office logbook and hotel log book is always updated and actioned upon.
- Ensure safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Participate in hotel committees and task force assignments.
- Ensure that all team members comply with company safety policies, procedures, and guidelines.

**You have**:

- Practical experience managing Front Desk and Housekeeping departments and attention to detail to monitor the cleanliness of the public areas.
- A minimum of 1 year hotel experience in Front Office, previous housekeeping experience an asset. Diploma, degree, or master’s in hospitality - food & beverage, or hospitality management school.
- Strong computer skills with advanced knowledge of Microsoft Office and Outlook.
- The ability to demonstrate skills of an approachable coach that cultivates a work environment that encourages feedback.
- Availability to work evenings and weekends.

**Special Requirements**:

- Flexible and long hours sometimes required.
- Ability to stand/walk during entire shift.
- Able to lift up to 20lbs

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