Front Office Supervisor

1 week ago

Orillia, Ontario, Canada EightSix Network Full time
About the Role

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at EightSix Network. As a key member of our hospitality team, you will be responsible for providing exceptional customer service and ensuring a seamless guest experience.

Key Responsibilities
  • Lead and supervise a team of Front Office Agents, Guest Service Attendants, and Valet team members to ensure excellent customer service and efficient operations.
  • Train and develop team members to enhance their skills and knowledge in customer service, conflict resolution, and problem-solving.
  • Review daily arrivals and identify potential problems with room activity, taking proactive measures to resolve issues.
  • Provide information and direction to staff to achieve high occupancy rates and meet revenue goals.
  • Resolve dispute accounts and Housekeeping discrepancies in a fair and timely manner.
  • Prepare a shift briefing to communicate activities, problems, and special information to the next shift.
  • Perform check-in and out procedures, ensuring accuracy and attention to detail.
  • Check all Front Office Agent daily paperwork for accuracy and perform float counts at the end of each shift.
  • Work on Entertainment and Special Events Groups, ensuring accurate billing and room information.
  • Take personal responsibility for correcting customer service problems and ensuring a positive guest experience.
  • Confirm that department equipment is operational and report any defects.
  • Comply with Hotel and Casino policies and procedures.
  • Perform other tasks as assigned by management.
Requirements
  • Must be committed to results through flexible scheduling, consistent follow-up, and leadership by example.
  • Must be highly productive, innovative, energetic, proactive, and maintain a positive attitude.
  • Must provide a clean criminal history certificate and driver's abstract on an annual basis.
  • Preference will be given to incumbents with proven experience in our internal software.
  • Previous supervisory experience is preferred.
  • Proven superior customer service and conflict resolution skills.
  • Possess excellent communication, organizational, and problem-solving skills.
  • Hotel and Hospitality Diploma or relevant post-secondary education or relevant experience in a fully automated hospitality environment preferred.
  • French language skills (verbal and written) are an asset.
  • Must have attained or have the ability to attain prior to their start date the proof of completion certificate for the online Supervisor Health & Safety Awareness in 5 Steps program offered through the Ontario Ministry of Labor.
  • All employees at EightSix Network are expected to comply with the duties of workers or supervisors, as prescribed by Section 27 or 28 of the Occupational Health and Safety Act, comply with all applicable EightSix Network Occupational Health and Safety policies, procedures, and protocols, and demonstrate a positive health and safety attitude to ensure EightSix Network continuously provides a safe entertainment destination for patrons and co-workers.

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