Front Office Supervisor

We operate two (2) adjoining properties - Sheraton Parkway Toronto North Hotel and Best Western Parkway Hotel, conveniently located at Highway 7 and Leslie Street in Richmond Hill. Accessible via YRT /VIVA transit, and Highways 7, 404 and 407. We offer complimentary staff parking, staff meal program, discounted health club membership, and food & beverage outlets.

We are currently seeking a full time FRONT OFFICE SUPERVISOR to join our Rooms team. This position assists in ensuring the Front Office shift is running efficiently, providing outstanding guest service. Provides assistance and guidance to Guest Service Agents, while maintaining a calm and professional environment at all times, ensuring our guests have a memorable arrival and departure experience. Effectively direct guest comments, questions, and concerns towards satisfaction. Front Office team (includes Sheraton Front Desk, Best Western Front Desk, Switchboard, Club, and Bell desk).

**Responsibilities as follows**:

- Set up and prepare daily reports
- Ensure prompt, efficient and courteous reception of guests at front desk at all times
- Record and administer guest arrivals and departures as per Hotel procedures
- Conduct arrival audits
- Assist in training and coaching of new staff members, monitoring their performance.
- Ensure timely and professional communication with other departments,
- Must be fully aware of daily status/events at hotel during shift
- Communicate and record complaints, taking appropriate action(s) when/where necessary. Elevate as required
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, GXP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking guest questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other associates and departments.
- Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.
- Partner with and assist others to promote an environment of teamwork and achieve common goals
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Communicate to appropriate staff that there are guests that are waiting for an available room.
- Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
- Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
- Review requests for late check-outs and approve according to occupancy.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- Other duties as may be assigned by the AFOM, Rooms Division Manager, Director of Rooms Division and/or General Manager

**Job Requirements**:

- Must have a minimum of 1-2 years progressive front office experience in a full service Hotel environment
- Must have a post secondary degree/diploma in hotel/hospitality management from a recognized institution
- Must be proficient in MOD and Night Audit operations
- Must have proficiency in Property management Systems (Lightspeed-Galaxy/Opera)
- Must have understanding of various room types, rates and services
- Must have excellent communication and interpersonal skills
- Must have the ability to speak English clearly, distinctly and cordially with guests and associates
- Must have fluency in reading, writing and spoken English. Additional languages an asset
- Must have organizational and problem solving skills
- Must demonstrate proven leadership skills
- Must be self-motivated ,detail oriented, a positive attitude and warm demeanour
- Must be flexible with shift availability (days, evenings, weekends, holidays)

WHILE WE THANK ALL CANDIDATES FOR THEIR INTEREST IN JOINING OUR TEAM, ONLY THOSE CANDIDATES SELECTED FOR AN INTERVIEW WILL BE CONTACTED.

**Job Types**: Full-time, Per