Front Desk Supervisor

**Harrison Hot Springs Resort **is currently recruiting for the position of **Head Front Desk Agent (Supervisor)**.

**About our company**:
Harrison Hot Springs and the Eastern Fraser Valley is a beautiful place to live, work and play. We would love to have you join our amazing team and share the high quality of life that we have come to enjoy.

At Harrison Hot Springs Resort, our guests discover a location unlike any other destination in the world. We know the care and customer service we offer our guests leads to special experiences for them. We endeavour to exceed guest expectations and deliver outstanding products and hospitality services. Even though we welcome thousands of guests each year, we will focus on individuals and what we can do to make them feel like they are at home.

Overlooking Harrison Lake, the Harrison Hot Springs Resort offers the following amenities: five mineral hot springs pools, the Healing Springs Spa, three restaurants and a coffee bar, extensive banquet and catering options, Resort Golf Course and Resort Marina.

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Assist the Front Office/Reservations Manager in directing and supervising operational activities of the resort's Front Office to provide the highest service standards while permitting acceptable profit levels. The position is responsible for the day to day guest operations in the absence of the Front Office/Reservations Manager. Able and willing to recommend procedural changes. Aid in the administration of the Front Desk, Bell Desk, and PBX operations. Assist in implementing and monitoring the department's budget and assist in controlling expenses within approved budget constraints. This position ensures all Front Office operational procedures are accomplished and followed up and that policies are maintained. The Head Front Desk Agent contributes to the professional image of the resort by performing the following duties:
**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Reinforce image and grooming standards in accordance with resort standards.
- Ensure all Front Office quality standards are complied with and policies and procedures are consistently applied.
- Provide training for newly hired Front Office associates.
- Train on the Night Audit role to provide back-up and support as required.
- Update Front Office/Reservations Manger with any associate issues or concerns requiring counselling or additional training.
- Monitor the cleanliness of the front of the resort, lower lobby area and the front and back offices.
- Assist in scheduling Front Office personnel while maximizing service and efficiency of labour costs. (Following the collective agreement).
- Work closely with the Accounting Department to ensure compliance with accounting procedures and cash handling policies.
- Review and prepare group folders for Accounts Receivable.
- Coordinate communication and activities with all resort departments to facilitate increased levels of communication and guest satisfaction.
- Update Front Office associates as new information relevant to their positions/duties becomes available, updated or newly implemented.
- Support Front Office associates in promoting resort facilities and services.
- Assist in coaching Front Office associates to enhance overall guest experiences and satisfaction.
- Prepare Daily Operational Sheets to inform all Front Office associates of group and operational details.
- In the absence of the Front Office/Reservations Manager, oversee 25-30 employees, including:

- Front Desk Agents
- Switchboard/PBX Operators
- Bell Staff
- Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include planning, assigning, and directing work, addressing complaints and resolving problems.
- Responsible for overseeing the daily operational requirements of the Front Office.
- Some stress resulting from daily guest interactions (internal and external), budgetary, and time constraints.
- Other job related duties may assigned.

**EDUCATION, EXPERIENCE AND SKILLS REQUIRED**:

- Successful completion of grade 12.
- Hospitality industry courses in hotel management/front office management from a recognized institution.
- AHMA course certificates would be an asset.
- Minimum of three years increasingly senior supervisory experience on a busy hotel/resort front desk.
- An equivalent combination of education and experience will be considered.
- Currently certified in Level 3 OFA First Aid or willing to complete certification.
- Superior communication skills in English, oral and written.
- Ability to present information to groups of guests, employees, suppliers or manager of the resort.
- Ability to write business correspondence, reports, memos and other documents.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to give and take direction appropriately.
- Ability to interpret a variety of instructions furnished