Front Desk Supervisor/manager On Duty

4 weeks ago

Mississauga, Canada Hilton Garden Inn Toronto Airport WestMississauga Full time

**POSITION PURPOSE**

Managing of hotel’s operation during night or overnight shift, focusing on front office and night audit operations, managing and monitoring all activities of all employees, providing proper guest service, offering assistance and advice to guests and staff; and ensuring a smooth and steady flow of operations within the hotel.

Supervises the guest service and night audit operations to include front desk, and night audit to ensure guest satisfactions and maximize hotel profitability. Ensures the accurate balancing of all hotel income and expenses for the 24-hour hotel operating period in compliance with hotel policy.

**ESSENTIAL FUNCTIONS**
- Oversee the entire Front Office operation to maintain high standards in absence of Front Office Manager
- Handles all Duty Management tasks during their shift.
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensures all staff on shift are properly trained and have the tools and equipment needed to effectively carry out their job functions.
- Promote teamwork and quality service through daily communications and coordination with other departments.
- Monitor staffing levels to meet cover business demands
- Perform all Guest Service Representative functions as required; booking room reservations; answering hotel phone calls and notifying guests of messages.
- Monitor performance and recommend corrective disciplinary action. Alert management of potentially serious issues.
- Handle a cash float and make cash deposits.
- Balance and audit for accuracy room revenue and food and beverage revenue; assist in the preparation of all reports relevant to daily revenues.
- Balance and audit for accuracy all room and tax charges, cashier’s reports, and guest and house accounts.
- Audit all variance reports to ensure accuracy.
- Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
- Act as hotel system liaison during hours. Call in and open tickets with OnQ Support during the hours if a system fails or issues occur.
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- Complete incident reports through Intake and WSIB reports.
- Assist with other duties as assigned

**OTHER**
- Speak clearly and listen carefully.
- Use personal judgment and specialized knowledge to give information to people.
- Communicate well with many different kinds of people.
- Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.
- Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
- Excellent interpersonal, communication and customer service skills.
- Computer proficiency with MS Word, Excel required.
- Knowledge of OnQ Hilton PMS.
- Service-oriented with problem solving and decision-making skills.
- Professional detail-oriented and works well in a fast-paced environment.
- Ability to work a variety of shifts, days, evenings, overnight, weekends and holidays
- Maintain a neat, clean and well-groomed appearance as per H.G.I Standards
- Report any unsafe conditions immediately using maintenance request forms.
- Follow all company policies and procedures with regards to Health & Safety.
- Work in compliance with the Occupational Health & Safety and its regulations.
- Have a thorough knowledge of all fire and safety procedures and equipment (fire extinguishers) in the event a situation occurs.
- Maintain security for guests and property by keeping room doors locked at all times; reporting any suspicious activity by guests or others; properly labeling lost and found articles and turning them in; observing all other security and safety regulations.
- May at times required operating the Hotels Courtesy Vehicle to transport guests to specific destinations.
- Perform and ensure the routine maintenance of the courtesy vehicle to ensure all standards are maintained.

**LANGUAGE SKILLS**

For the purpose of communicating with employees and other departments, a good knowledge of the English language is required.

**PHYSICAL DEMANDS**
- Carrying or lifting items weighing up to 50 pounds
- Moving about the public areas
- Handling objects, products and computer equipment
- Remain statutory for extended periods of time
- Bending, stooping, kneeling

**Licenses/Certifications**:

- Must have a valid Ontario G Driver’s License
- Possess Smart Serve Certification.
- First Aid/CPR Certification is preferred

**This job description is not exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time. This list is only a guideline; an associate in this position may be required to perform other duties.**

Pay: $20.60 per hour

**Benefi

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