Front Office Supervisor

2 weeks ago

Niagara Falls, Canada The Oakes Hotel Overlooking The Falls Full time

Showcase your strengths as Guest Service Supervisor, where you will lead, train and recognize your team in support of exceptional guest service Assist the management team to make The Oakes hotel known for its impeccable customer service standards.

Scope: To improve the guest experience and satisfaction for the Hotel. To take charge of the guest experience, overall hospitality training; front desk operations; upsell revenue. To be the acting manager on duty, responsible for the Hotel operation on your shift.

**Responsibilities**:

- Acts as an ambassador of the hotel; handle the team during the shift and is responsible to operate the front office, during the shift
- to be responsible for the hotel operation on your shift, focusing attention on the front desk and bell services, and all front of house activities
- to block and assign rooms, as appropriate and be responsible for cash control and cash balancing
- Provides the guest with flawless, proactive and sincere service from an engaged and empowered workforce committed to creating a memorable experience. Is accessible to guests, and engaging, basing themselves in the lobby area.
- Contributing to a positive hotel culture and success of ongoing S.O.P.’s training
- Monitors effective goals and measurements for the Front Desk, exceeding expectations of (colleagues, owners, guests and management)
- Manage online and phone reservations
- to develop and implement guest service procedures and training manuals and provide hospitality training and improve the hospitality culture and overall staff professionalism
- to assist in managing the cyber reputation of the hotel
- a hands-on position, base yourself in the lobby and lead by example, assisting the front desk team and handling guest concerns and engaging guests to enhance their stay
- to develop and implement an upsell protocol to improve room revenue and restaurant revenue, and track its effectiveness
- Oversee the housekeeping and maintenance activities on your shift
- Provide analysis and reports
- Upsell additional facilities and services, when appropriate
- Handle special projects and any tasks as assigned

Reports to:

- Front Office Manager and Rooms Division Manager

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

**Salary**: $17.00-$19.00 per hour

**Benefits**:

- Discounted or free food
- Paid time off

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Overtime
- Weekend availability

Ability to commute/relocate:

- Niagara Falls, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Supervising: 1 year (preferred)
- Customer service: 2 years (preferred)

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