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Guest Services Supervisor
3 weeks ago
**Job Title**: Guest Services Supervisor
**Location**: Ontario, Canada
**Job Type**: Full-Time
**Job Summary**: We are seeking a proactive and dedicated Guest Services Supervisor to support the Guest Services Manager in ensuring the highest level of service and satisfaction for our hotel guests. The Supervisor will oversee day-to-day guest service operations, manage guest inquiries, complaints, and requests, and help lead a team that consistently provides exceptional service. This role requires strong leadership skills, attention to detail, and a commitment to maintaining the hotel’s brand standards and operational efficiency.
**Key Responsibilities**:
- **Guest Service Oversight**: Assist the Guest Services team in overseeing guest services operations, including check-in/check-out processes, concierge services, and guest inquiries. Ensure that all guest interactions are handled promptly and professionally.
- **Team Leadership**: Supervise and provide guidance to the front desk agents, concierge, bell staff, and other guest service team members. Provide training, support, and motivation to ensure a high level of guest satisfaction and service delivery.
- **Guest Satisfaction**: Monitor guest satisfaction levels and resolve guest complaints or issues promptly and effectively. Work to exceed guest expectations and ensure a positive, memorable experience.
- **Operational Support**: Assist in managing daily operations, ensuring guest service standards are consistently met. Help with scheduling and coordinating shifts, ensuring that staffing levels are appropriate for guest demand.
- **Guest Requests & Special Services**: Oversee and ensure the proper handling of special guest requests, including room upgrades, transportation, amenities, and any VIP or high-profile guest needs.
- **Quality Control**: Assist in maintaining the cleanliness, organization, and overall quality of guest service areas, including the front desk, lobby, and concierge services. Ensure compliance with hotel policies and procedures.
- **Training & Development**: Support the ongoing training and development of guest service staff to ensure that all team members are knowledgeable about hotel services, local attractions, and customer service best practices. Conduct regular performance evaluations and provide feedback to staff.
- **Collaboration with Other Departments**: Work closely with other hotel departments (housekeeping, food and beverage, maintenance, etc.) to ensure smooth operations and fulfill guest needs efficiently. Ensure effective communication between teams to deliver exceptional service.
- **Guest Feedback & Reporting**: Collect guest feedback through surveys, direct interactions, and review platforms. Report feedback to the Guest Services Manager and senior management, suggesting improvements or changes based on guest comments.
- **Safety Compliance**: Assist with maintaining safety protocols for guests and staff. Ensure that guest service staff are trained in emergency procedures.
- **Guest Engagement**: Build relationships with guests by anticipating their needs and preferences. Use this information to personalize guest experiences and contribute to increased guest satisfaction and loyalty.
- **Assistance with Budgeting & Financials**: Help monitor the guest services department’s budget, ensuring cost-effective operations without compromising service quality. Assist in managing department expenses and inventory.
- **Event & Group Coordination Support**: Assist with special event coordination, group bookings, or conference guests, ensuring that all logístical and service needs are met and that guests have an exceptional experience.
**Health & Safety Compliance**: Ensure that the hotel complies with all local health, safety, and regulatory requirements, including Ontario's regulations. Lead efforts to ensure that the hotel environment is safe for both guests and staff at all times. Provide resources for H&S. Comply with and enforce the OHSA, internal policies and procedures. Comply with and enforce the OHSA, internal policies and procedures. Respond to employee H&S concerns and provide resources.
**Qualifications & Skills**:
- Minimum of 2 years of experience in a guest services or front desk supervisory role within a hotel environment.
- Strong leadership and team management skills with the ability to motivate and guide a team.
- Excellent customer service skills, with a focus on exceeding guest expectations.
- Strong problem-solving abilities and the ability to handle difficult situations with tact and professionalism.
- Proficient with hotel management software (PMS) and Microsoft Office Suite.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Knowledge of local attractions and services to assist guests with recommendations and inquiries.
- Ability to handle guest complaints or concerns quickly and professionally.
- Understanding of Ontario health and safety regulations an
