Rooms Operations Supervisor

MasterBUILT® Hotels exists to develop, build, manage, and invest in best-in-class hotels across Canada. The MasterBUILT team lives and breathes hospitality, having created a significant number of hotels from the ground up, making us a leading company in North America in this regard. As a proud recipient of Canada’s 50 Best Managed Companies award for multiple consecutive years, the MasterBUILT systems and structures have solidified a reputation as industry leaders.

**NEW OPPORTUNITY**:
**ROOMS OPERATIONS SUPERVISOR**

Courtyard & Residence Inn by Marriott, Calgary South

The **Rooms Operations Supervisor** is responsible to assist the Guest Services Manager and Housekeeping Manager in ensuring profitable management of the departments and as well as delivery of superior guest service. As a working supervisor, this the Rooms Operations Supervisor execute day-to-day activities within the front desk and housekeeping departments as well as assist in directing department activities when assigned to do so.

**RESPONSIBILITIES**:
**Rooms Operations Support**
- Support front desk and housekeeping department heads in day-to-day operational tasks.
- Act as the department manager on duty when assigned to do so.
- Assist in supervising operational efficiencies to ensure profitability while adhering to operating and capital budgets.
- Assist in monitoring customer service levels and provide coaching to employees, introducing alternative approaches to handling customer requests.
- Assist in ensure compliance with safety and sanitation policies across all areas of operation.
- Assist in motivating associates and address any on-the-job issues that may arise.
- Assist in monitoring customer satisfaction ratings and develop plans to maintain or increase customer satisfaction as required.
- Assist in ensuring brand standards are met in Front Desk and Housekeeping departments.
- Assist in briefing and debriefing associates and actively encourage communication with other departments within the hotel.
- Maintain regular communication on a daily and weekly basis with department heads.
- Assist department heads to recruit, hire, orient and train new employees, as well as update the training of existing employees.
- Assist department heads in training for staff to enhance their ability to deliver value-added services to guests and track the success of training initiatives.
- Assist in ensuring all health and safety standards are met or exceeded.
- Assist in managing and organizing all month-end documentation, delivering accurate reports to department heads.
- Assist in ensuring associates are aware of procedures the Emergency Action Plan for the property.
- Assist in ensuring adequate supply of materials and equipment and adherence to the departmental budget.

**Front Desk**
- Respond appropriately to guest inquiries and maintain positive guest relations at all times.
- Assist the Guest Services Manager and General Manager to ensure all reporting and analysis is completed and communicated in a timely manner.
- Work in conjunction with the Guest Services Manager and General Manager to maximize revenues.
- Assist the Guest Services Manager and General Manager to ensure that all policies, procedures, federal, provincial, and local laws are complied with regard to personnel, security, cash handling, guest relations, safety, etc.
- Complete cash/credit card summaries as needed.
- Carry out the duties of an absent staff member and/or assist in department as necessary.
- Assist in other areas of the front desk department as assigned by department lead.

**Housekeeping**
- Responsible for the handling of all guest laundry and lost property in accordance with hotel and brand policy.
- Liaise with Guest Services and Maintenance in regard to readiness of rooms with particular attention to guest special requirements and VIP rooms.
- Ensure corridors and staff areas are cleaned to standards.
- Ensure the timely and accurate completion of housekeeping forms/reports, following procedures required by hotel policy.
- Clean rooms and common areas or work in laundry when necessary.
- Respond to and anticipate guest needs with any comments or complaints being action following procedures laid down by hotel and company policy.
- Inspect all rooms for cleanliness and maintenance issues daily.
- Report maintenance issues and follow up in maintenance work in rooms to ensure that work is completed.
- Ensure maximum efficiency/economy of washing machines and dryers.
- Assist in collection of used linen from the floors and sort to wash type.
- Change chemical dispensers as required.
- Fold and stack linen.
- Launder blankets, bedspreads, and other items.
- Handle soiled linen in accordance with health and safety requirements.
- Assist in inventory control.
- Notify of any repairs/alternations required to linen, bedding and drapes.
- Ensure the security of stock and the working area.
- Carry out the duties of an absent staff member and/or assist in department