Guest Services Supervisor

**Job Summary**
Opened in December 2018, the NEW Courtyard by Marriott Burlington is now looking for a dynamic Guest Services Supervisor to join our team. The newest hotel to Burlington/Oakville features 135 guestrooms and suites with 1800 sq. ft of flexible meeting space, indoor salt-water pool, state-of-the-art fitness center and on-site Bistro Restaurant & Lounge.

As a Guest Services Supervisor, you are often the first point of contact and the first impression for our guests. Your warm personality and work ethic will reflect how our guests perceive the hotel as they begin and end their stay. If you are someone who wants to be part of something bigger, to be connected by our culture and driven by a passion to help others succeed, we encourage you to explore a hotel career with Courtyard by Marriott.
The Guest services Supervisor is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Courtyard by Marriott standards to achieve a friendly atmosphere of superior guest service and product quality. Display exemplary performance for staff to follow.
- **GUEST SERVICE**_
- Maintains guest service as the driving philosophy of the hotel
- Personally demonstrates a commitment to guest service responding promptly to guests’ needs
- Is committed to making every guest satisfied
- Empowers front desk staff to deliver guest service by encouraging and rewarding responsive guest assistance
- Meets or exceeds hotel guest satisfaction measures. (GSS Scores)
- Ensures hotel standards and services contribute to the delivery of consistent guest service
- Ensures all shift checklist are completed
- Ensures all call backs are being performed
- Guest services Supervisor should remain highly visible and readily available for guest at all times
- Settles all credit card, guest, and accounts receivable credit disputes
- **FRONT DESK MANAGEMENT**_
- Acts as manager on duty for hotel and manages front desk operations
- Responsible for maximizing the selling, up-selling and cross selling hotel rooms by turning prospect clients into hotel guests
- Efficiently handle any function of the front office from the reception, to guest accounting, reservations, telephones, and guest check in and out, in accordance with hotel policies and procedures
- Operates the front office computer systems (FOSSE, GXP) posts all guest charges and payments incurred during the shift and balances shift totals with backup documents
- Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems
- Ensures front desk staff is trained in and follows financial control procedures for cash, voucher, inventories and receivables
- Always demonstrates self-confidence, energy and enthusiasm
- Responsible for continuous training/personal development, relating professional hospitality, technical skills and proactive approaches to solve guests or hotel concerns
- Ensures front desk supplies are fully stocked
- Maintains cashier float as supplied, and prepares cash deposits
- Ensures all front desk shifts and night audit shifts are filled
- **SAFETY AND SECURITY MANAGEMENT**_
- Accurately registers all guests arriving at the hotel in compliance with the credit and identification policy
- Assists the Assistant General Manager/Front Office Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.)
- Understands, follows, and assists with policies and procedures for the hotel’s key control system
- **GENERAL DUTIES EXPECTATIONS**_
- Maintain communications with all departments in order to deal with early check-ins, late check-outs, day rooms, unexpected departures, stay-overs, and room changes (as necessary)
- Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests and clients.
- Manages time effectively to accomplish all desired tasks, duties, and action plans
- Is punctual for all shifts and meetings
- Job can entail working overnight shifts.
- Attends scheduled staff meetings, training, and orientation sessions
- Helps to maintain an organized work environment
- Assists in keeping all areas of the hotel clean
- Perform any reasonable requests as assigned or directed by management

**Required Skills**:

- Minimum one (1) year supervisory experience in Hotel Operations.
- Must have High School diploma/secondary qualification or equivalent; some college/university preferred
- Must speak fluent English; additional language skills preferred but not required
- Available to work early mornings, evenings, weekends and public holidays
- Enthusiastic and self-starting personality with an even disposition
- Maintain a professional appearance and manner at all times
- Ability to effectively deal with guest and employee concerns in a friendly and positive manner
- Knowledge I