Hospitality Supervisor

**Hospitality Supervisor**:

- Job PostingFort Edmonton Management Company (FEMCo), the organization that operates Fort Edmonton Park, is looking for a savvy Hospitality Supervisor. It’s an exciting time at Fort Edmonton Park as work on the strategy to become the premier cultural tourism attraction in Western Canada continues, and the attraction opens for a second season following $165M in enhancements.

Reporting to the Hospitality Assistant Manager, the Hospitality Supervisor is responsible for overseeing public, private, and internal events, the Hotel Selkirk front office operation, supervision of hospitality team members, as well as acting as the Manager on Duty in the absence of Senior Leadership. The position is responsible for building a collaborative team, maximizing guest satisfaction, solving guest concerns, and providing solutions for enhancing revenue and/or guest service.**Responsibilities**:- Supervise and coordinate the Hospitality team for day-to-day operations, events, and special projects; coordinate with other areas to ensure adequate coverage for the Park;-
- Complete administrative tasks related to the Hospitality team and general park operations including but not limited to writing event reports, incident reports, and developing manuals;-
- Promote a positive team environment by ensuring team training is up to date, focusing on health and safety in processes and collaboration between team members to achieve efficiency;-
- Providing expectations, coaching, guidance, and performance management to the Hospitality team.-
- Responsible for day-to-day procedures and processes required for cash handling and credit;-
- Monitors room availability inventory, rate programs, and hotel marketing initiatives;-
- Monitor property outlet venues and private event catering operations to ensure a high level of service, quality, and guest satisfaction;-
- Ensures smooth and efficient workflow for hospitality operations;-
- Develop and promote a deep understanding of Fort Edmonton Park, its programs, and services;-
- Understand and celebrate property promotions, special events, and employee events, by communicating them to employees in an effort to pique interest and encourage participation;-
- Actively participates, coaches, and leads Hospitality Associates in problem resolution and ensuring customer service standards are adhered to;-
- Ensures employees’ appearance and property standards are adhered to;-
- Identify and provide assistance to all guests and employees in need in a timely and efficient manner;-
- Work in partnership with other Fort Edmonton Park departments to quickly and efficiently resolve guest and/or employee concerns;-
- Consistently practices guest and associate safety, upholding FEMCO's health and safety policy;-
- Documents and reports all safety incidents in a timely manner;-
- Maintain confidentiality of proprietary information including guest privacy and security;Accountability:- Adherence to department budget and meeting revenue goals;-
- Provide accurate detailed post-event reports/daily reports;-
- Ensures all policies and processes are followed by the team;-
- Commitment to following safety best policies and best practices;-
- Resolution of escalated guest concerns;-
- Department decision-making;-
- Maintaining accurate inventory accounts where applicable;-
- Accurate and process-based cash and credit handling, including personal guest information; and-
- Supervising all hospitality employees and venues.Decisions and Authority:- Resolve escalated customer requests and concerns;-
- Ensuring compliance with department budget;-
- Submit supply refills and orders to management;-
- Day-to-day routine department decision-making within the scope of the role; and-
- Purchases and expenses within financial guidelines for the role;Qualifications:- High School Diploma, G.E.D. or equivalent;-
- Minimum 3 years hotel operational and customer service experience required;-
- Minimum 3 years of supervisor experience required;-
- Have or are willing to obtain a valid Pro-Serve accreditation; and- Have or are willing to obtain a valid First Aid and CPR certificate.
- Knowledge, Skills, and Abilities:- Well-organized and able to multi-task priorities, sometimes in ambiguous situations;-
- Passion for providing excellent customer service;-
- Experience with OPERA Cloud software is an asset;-
- Strong conflict resolution, negotiation, and objection-handling skills;-
- Strong computer skills and experience with hospitality programming and Google Suite are required;-
- Ability to manage time while following a schedule;-
- Able to respond quickly in a dynamic and changing environment;-
- Ability to work alone and as part of a team.Working Conditions and Other Details:- Flexible availability for any shift type, including evenings, weekends, and holidays;-
- Alternate or extended shift hours and/or overtime may be required for this position on an occasional basis, primarily during the Park’s oper