Front Desk Supervisor

2 weeks ago

Halifax, Canada Coastal Inn Halifax Full time

**Primary Objective**:The Guest Services Supervisor's (GSS) primary responsibility is to provide leadership, direction and support to Front Desk Agents (FDA) in the delivery of excellent guest service and ensuring guest satisfaction. The GSS is also responsible for ensuring that all desk staff understand the strategies necessary for maximizing room revenues in line with Coastal Inns standards using sales skills techniques such as up-selling room types and rate quoting strategies, and by providing knowledgeable, efficient and courteous front desk service.

**General Requirements**: The GSS is expected to be willing and able to work any shifts at the front desk, any day of the week. Typically, the GSS will work day and/or evening shifts, but will be required to work the occasional overnight audit shift to maintain knowledge and proficiency of that role. Weekend shift assignments are a normal expectation of all FDA's, including the GSS. Normal hours to be worked in a week are average of 40 to 44. From time to time the GSS may be required to work a double shift due to customer flow and work requirements dictating the timing. In the absence of the General Manager and Housekeeping Supervisor, the GSS will be considered Manager on Duty (MOD).

**The Guest Service Supervisor** is directly responsible for the day to day operation of the front office. From this perspective, specific supervisory responsibilities are divided into two categories: 1) human resources - customer service leader (mentoring), 2) administrative duties.

**Specific Human Resource Responsibilities**:
Coordinate the supervision of a staff of approximately 5-8 employees within the front office environment.

Assist in administering effective employment recruitment of FDA's.

Assuming the lead in the program of training, development, coaching and review of FDA's. Said program to ensure the adequacy of all training materials, job descriptions and departmental manuals.

Assist in sustaining a professional and positive working environment with clearly defined expectations and a consistent program of employee recognition and accountability.

Assume the responsibility of coordinating a front desk schedule in accordance with our semi-monthly pay periods. This schedule must be posted one week prior to the completion of the one currently in-force and must be approved by the General Manager.

Receive and process telephone and walk-in reservations accurately to ensure guest satisfaction. Periodically and randomly spot check reservations for accuracy and completeness. Monitor room inventories closely and frequently to ensure that occupancies and revenues are maximized at all times.

Ensure that all FDA's report to work dressed in appropriate and clean attire, and maintain a proper standard of personal hygiene and appearance.

Keep accurate attendance/punctuality records and bring any concerns to the attention of the General Manager for resolution.

**Specific Administrative Responsibilities**:
1. Co-administer with the General Manager, accurately and on a timely basis, all necessary reports, documents, deposits/banking transactions as required by Friendship Inns head office.

Ensure the property’s compliance with all applicable regulations, laws and by-laws as they relate to the property and as defined by municipal, provincial and federal agencies.

With the General Manager, ensure a culture of safe, secure use of IT resources, including the protection of personal and financial information of guests against unauthorized use, theft or intrusion.

Coordinate, with the Housekeeping Supervisor, activities of the front desk and housekeeping departments, in a manner that promotes effective operations and a high standard of customer service.

Ensure that weekly front desk supply inventories are conducted to avoid running low on items such as stationery, photocopy/print supplies, breakfast inventory, “Did You Forget” supplies, etc

Acquire the necessary skills and technical knowledge to be able to properly administer all reservations transmitted to the hotel from any sources.

Keep the general manager promptly informed of all problems or unusual matters of significance coming to the GSS's attention, most specifically guest complaints, so timely corrective action can be taken.

**Job Types**: Full-time, Permanent

**Salary**: $15.00-$16.50 per hour

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- On call
- Weekend availability

Ability to commute/relocate:

- Halifax, NS B3S 1A2: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2024-05-13

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