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Front Desk Supervisor
2 months ago
We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Holiday Inn Montréal Centre Ville Downtown.
Key Responsibilities:
- Operate the hotel's computer system, including software maintenance, report generation, and analysis.
- Update group information and maintain, monitor, and prepare group requirements.
- Help maintain the inventory of office and departmental materials.
- Review the Front Office logbook and guest feedback forms daily.
- Enter all travel agent bookings received.
- Respond to customer requests in a timely manner.
- Perform daily tasks according to the shift schedule.
- Ensure the schedule is properly made for the next 2 days.
- Perform other tasks requested by the immediate superior.
- Assist front desk clerks with guest check-in and check-out.
- Provide immediate and corrective attention to customer complaints.
- Supervise the work of receptionists to ensure high-quality service.
- Respond to reservation calls when necessary.
- Replace employees during their breaks.
- Know in-depth all hotel facilities, including the restaurant, bar, shops, and SPA, to promote them to customers and answer receptionist questions.
- Act as Duty Manager during the evening shift, take initiative on incidents in other departments, respond to customer inquiries, and handle complaints.
- Know emergency procedures in case of fire or any other major incident.
- Ensure constant supervision and an atmosphere of trust among employees at the reception.
- In the absence of the Director, take necessary initiatives to ensure prompt, courteous, and professional service at all times.
Requirements:
- DEC in hotel management or a related field.
- Relevant experience (2 years or more).
- Skills for human resources management (work team management, conflict management, supervision).
- Proven customer service skills.
- Skills for teamwork, autonomy, dynamism, communication, work under pressure, and initiative.
- Bilingualism (French/English) knowledge of a third language is an asset.
- Knowledge of basic principles of management and relevant computer systems.
- Knowledge of the tourism industry and customer needs.
- Working knowledge of Opera software or other systems.
- Welcoming, courteous, and responsible.
- 2 years of reception experience.
- 1 year supervisory experience.
- Bilingualism (French and English).
- Available for variable hours, evenings, and weekends (day, afternoon, nights).
- Microsoft Windows, Holidex plus, Opera (an asset).
