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.

Role Overview: The Front Office Manager is tasked with overseeing and directing all Front Desk activities, ensuring that service delivery aligns with the hotel's standards and policies. This position involves leading Guest Service Agents and Bell staff to deliver outstanding customer service while maintaining efficient front office operations.

Key Responsibilities:

  • Manage Front Desk operations, ensuring compliance with hotel policies and procedures.
  • Provide guidance and support to Front Desk personnel, addressing guest concerns and complaints with professionalism.
  • Maintain the Guest Service Record (GSR) log daily, ensuring accuracy and professionalism.
  • Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of service excellence.
  • Facilitate initial and ongoing training for Guest Service Agents and Bell staff to improve service quality and teamwork.
  • Stay informed about property details, local attractions, room rates, and packages, sharing this knowledge with the team.
  • Manage reservation inquiries and bookings, providing up-to-date information on rates and offers.
  • Provide coverage for Front Desk and Bell services as required.
  • Coordinate preparations for Group, Media, and FIT arrivals, collaborating with Food & Beverage and Conference departments.
  • Organize Front Office filing systems and tracking sheets, ensuring they are current and orderly.
  • Perform daily No-Show checks and ensure Front Office supplies are adequately stocked.
  • Take on additional responsibilities and tasks as needed.
  • Ensure accuracy in guest billing and maintain up-to-date records.
  • Maintain constant communication with housekeeping and maintenance teams regarding room availability and any issues.
  • Develop strategies to enhance the guest experience, adding value for our customers.
  • Participate in team-building events.
  • Address guest reviews and complaints in accordance with company standards.

Qualifications:

  • Prior experience in Front Desk operations is essential.
  • Proficiency in Opera PMS is required.
  • A demonstrated passion for customer service and strong problem-solving abilities.
  • Previous 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 Include:

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

Work Schedule:

  • 8-hour shifts
  • Day, evening, and morning shifts
  • Monday to Friday
  • Weekends as needed

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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