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Guest Services Team Leader

3 months ago

Vaughan, Ontario, Canada Silver Hotel Group Full time

Front Office Supervisor

We are seeking a dedicated Guest Services Supervisor to join our dynamic team. The Guest Services Supervisor (GSS) plays a vital role in creating a welcoming atmosphere for all guests. The front office area is the first point of contact for visitors, setting the stage for their overall experience. Collaborating closely with the Guest Services Manager, the successful candidate will oversee the daily functions of the front office team in our esteemed hotel. This position involves providing guidance and training to staff in guest services and room operations across various shifts.

What We Provide

  • Collaborate with passionate team members who bring enthusiasm to their roles every day.
  • Be part of a respected brand within Silver Hotel Group, which values a culture of respect, appreciation, and enjoyment.
  • Experience a fast-paced work environment in a vibrant industry, with opportunities to meet diverse individuals from around the globe.
  • Education reimbursement options available for you and your family.
  • RRSP matching program to support your financial future.
  • Annual wellness credits to promote a healthy lifestyle.
  • Referral program to reward team member recommendations.
  • Opportunities for leadership development and growth.
  • Engage in team-building events to foster camaraderie.
  • Participate in a culture of recognition to celebrate achievements.
  • Enjoy discounts on hotel stays.

Key Responsibilities

Reporting to the Guest Services Manager or designated representative, your responsibilities will include:

  • Ensuring seamless operations in the absence of the Front Office Manager.
  • Serving as a role model for the service vision and standards of the Guest Services Team.
  • Overseeing guest registration and check-out processes, including payment handling and team support.
  • Assisting in training staff on operational systems, security protocols, cash handling procedures, and service standards.
  • Promoting teamwork and high-quality service through effective communication and coordination with other departments.
  • Verifying accurate room status information is maintained and communicated effectively.
  • Resolving guest concerns promptly and courteously.
  • Assisting with scheduling, payroll, coaching, performance management, hiring, and training for all Guest Services team members.
  • Adhering to all health and safety regulations and reporting any unsafe conditions.
  • Acting as a health and safety advocate on the property, reporting incidents and participating in safety protocols.
  • Performing additional duties as assigned, including support for the Food and Beverage Department.

Ideal Candidate Profile

  • Previous supervisory experience in a hospitality setting is essential.
  • Strong interpersonal skills; comfortable engaging with guests, visitors, vendors, and team members.
  • Ability to thrive in a fast-paced, high-pressure environment while maintaining composure.
  • Proven capability to collaborate effectively in a team-oriented environment across various departments.
  • Excellent written and verbal communication skills are crucial.
  • Proficiency in property management systems such as Opera and Maestro, along with MS Office applications.
  • Flexibility to work various shifts, including days, evenings, overnights, weekends, and holidays as required.