Guest Services Supervisor

1 month ago

Banff, Alberta, Canada Canadian Rocky Mountain Resorts Full time

Canadian Rocky Mountain Resorts is seeking a Front Office Manager.

Core Responsibilities: The Front Office Manager is tasked with overseeing and directing all Front Desk activities, ensuring that service delivery aligns with the hotel’s operational standards and policies. This position requires effective leadership of Guest Service Agents and Bell staff to guarantee outstanding customer service and seamless front office operations.

Key Duties:

  • Manage Front Desk functions, ensuring they operate smoothly and comply with hotel regulations.
  • Provide guidance and support to Front Desk personnel, addressing guest concerns and complaints with professionalism.
  • Maintain the Guest Service Record (GSR) log on a daily basis, ensuring accuracy and professionalism.
  • Regularly assess and offer constructive feedback on team performance, steering staff towards service excellence.
  • Conduct initial and ongoing training for Guest Service Agents and Bell staff to elevate service quality and teamwork.
  • Stay informed about property specifics, local attractions, room rates, and packages, sharing this knowledge with the team.
  • Handle inquiries and bookings for reservations, providing current information on rates, promotions, and packages.
  • Provide shift coverage across Front Desk and Bell services as necessary.
  • Coordinate preparations for Group, Media, and FIT arrivals, collaborating with Food & Beverage and Conference departments.
  • Manage Front Office filing systems and tracking sheets, ensuring they are organized and up to date.
  • Perform daily No-Show checks and ensure Front Office supplies are adequately stocked.
  • Take on additional responsibilities and tasks as required.
  • Ensure all guest billing is accurate and current.
  • Maintain constant communication with housekeeping and maintenance teams regarding room availability for arrivals, out-of-order status, and any deficiencies.
  • Develop strategies to enhance guest experiences, adding value for our customers.
  • Participate in team-building events.
  • Ensure guest reviews and complaints are managed according to company standards.

Qualifications:

  • Essential previous experience in Front Desk operations.
  • Proficiency in Opera PMS is a must.
  • Demonstrated passion for customer service and strong problem-solving abilities.
  • Prior leadership or supervisory experience in a hospitality environment is essential.
  • Excellent organizational skills and attention to detail.
  • Ability to work independently, manage emergencies, and lead a team effectively.
  • Flexibility to thrive under pressure in a fast-paced environment.

Job Types: Full-time, Permanent

Compensation: Starting from $55,000.00 per year

Benefits:

  • Company events
  • Discounted or complimentary meals
  • Extended health care
  • On-site parking
  • Paid time off
  • Store discounts

Work Schedule:

  • 8-hour shifts
  • Day shifts
  • Evening shifts
  • Monday to Friday
  • Morning shifts
  • Overtime as required
  • Weekends as necessary

Application Questions:

  • Do you have experience with OPERA PMS?
  • Are you able to reliably commute or relocate for this position?

Experience Requirements:

  • Front desk: 1 year (required)
  • Hospitality: 1 year (preferred)
  • Front Desk Management: 1 year (preferred)

Work Location: In-person

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