Front Office Supervisor

2 days ago

Vancouver, Canada EXchange Hotel Vancouver Full time

The Front Office Supervisor is responsible for maintaining the standards of all guest services offered by the Hotel as well as taking actions on behalf of the Front Office Manager in his/her absence. The Front Office Supervisor contributes to the success of the Hotel by performing the following duties:

- Checks in guest in an efficient and friendly manner, using guest name whenever possible
- Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest
- Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction
- Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
- Maintains a balanced bank assigned by the hotel. Makes change and exchanges foreign currency. Reconciles all transactions at the close of each shift
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
- Works harmoniously and professionally with co-workers and supervisors
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Reservations Agent
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, and lobby coverage
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
- Serves as weekly relief for Night Supervisor on a rotation
- Works closely with Bell/Valet Staff to ensure smooth handling of guest luggage, deliveries and special requests
- Other duties as assigned

**Qualification**:

- Must have a passion for delivering outstanding service
- Self-motivated, decisive, responsible and driven to achieve goals
- Strong interpersonal skills, exceptional oral and written communication skills
- Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills
- Able to remain calm under pressure
- Must be organized and detail oriented
- Strong multi-tasking skills
- Must be able to stand for an entire shift
- Ability to work flexible hours, including days, evenings, nights, weekends, holidays and overnight shifts
- Fluent in English. Proficiency of a secondary language would be an added advantage
- Minimum 2 years experience as a Front Desk Agent
- Relevant experience in a similar capacity in a luxury hotel
- Proficient in Word, Excel and Outlook
- Experience with property management systems would be an added advantage
- College education in Hospitality preferred or equivalent experience

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

**Salary**: $25.50 per hour

**Benefits**:

- Extended health care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Application question(s):

- Do you have a valid driver's license?

Work Location: In person

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