Guest Service Supervisor

2 days ago

Edmonton, Canada Home2 Suites by Hilton West Edmonton Full time

Join the BEST team in Edmonton at **DoubleTree by Hilton West Edmonton **- where the little things mean everything

Our friendly and attentive staff are dedicated to providing personalized service throughout our guest’s stay. We call it CARE (Create A Rewarding Experience).

All the essentials are covered in our 127 extended stay suites featuring in-suite kitchenettes.

**We are looking for a Guest Service Supervisor for our Team**

Let's start with the **GREAT** benefits

**Benefits**:

- **Up to 6 Discounted Mayfield Dinner Theatre Tickets**:

- **50% Discount in Stages Restaurant & Bar**:

- **Extensive Hilton Discounted Room Rates around the world**:

- **Health, Dental, Vision, STD, Life**

**Basic Purpose**:
The Supervisor of Guest Services assists in the daily operation of the Front Desk and provides support to other areas including Housekeeping Supervision on a back-up basis. This position ensures all guests receive a high level of service by guiding associates in their daily duties in accordance with the spirit standards, hotel policies and procedures.

**Major Responsibilities and Duties (to fulfill major purpose)**:
1. Assist in ensuring guest satisfaction; maximize room revenue by supervising the Front Office operation and implementing established service standards of the hotel.

2. Assist in recruitment and training of all new associates within the department

3. Address questions and problems relating to guest room accommodations and rates.

4. Provide effective key control and participate in matters relating to guest room security.

5. Ensure guest mail handling and message delivery systems functions efficiently.

6. Develop and maintain associate incentive programs, maintain this program and statistics.

7. Maintain statistics on rooms and reservations, guest arrivals, guest departures, average occupancy rates and related information.

8. Maintain Reservation statistics, monitoring the training and associate performance in this area.

9. Assist with open & close duties of the housekeeping department as required.

10. Maintain and process all no show reservations for the hotel following the SilverBirch policy.

11. Supervise daily operation of Front Office associates and porters ensuring completion of daily duties.

12. Develop a good working knowledge of the computer system and Front Office equipment.

13. Monitor guestroom accounts to ensure adherence to hotel credit and inventory control procedures.

14. Work with management team to increase yearly CSI and GSI scores.

15. Acquire knowledge of hotel, in-house facilities and local information to respond to guest inquiries.

16. Ensure departmental adherence to and awareness of Health and Safety standards and procedures.

17. Keep immediate supervisors informed promptly of all problems or unusual matters.

18. Perform other duties as required.

**Skills, Knowledge and Abilities Required**:

- Energetic and flexible, working well under pressure, with excellent communication skills.
- Team player with a positive attitude.
- Self
- motivated, creative, friendly and capable of working in a team environment.

**Working Conditions**:

- Normal office working conditions.

**Experience, Training and Education (demonstrating requirements)**:

- Minimum 3 years Front Office and/or hotel related experience.
- Supervisory experience an asset.
- Previous customer service and/or related experience.
- Efficiency and experience with computers.
- Security clearance required for cash handling purposes.

**_NOTE_**:

- This job posting is for a position at a hotel that is owned and operated by an independent franchisee (SilverBirch Hotels & Resorts). The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee._

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

Pay: $20.50 per hour

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Overtime
- Weekend availability

Application question(s):

- Do you have open availability to work anytime during the day/afternoon/evening?
- Do you currently reside in Canada?

**Experience**:

- Hotel Guest services: 1 year (preferred)
- Supervisory: 1 year (preferred)

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