Front Desk Supervisor

**FRONT OFFICE SUPERVISOR**

**ABOUT THE SOHO**:
The SoHo Hotel & Residences, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the city of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Redesigned rooms and suites averaging over 600 sq. ft. featuring an 80 sq. ft. dressing area with Canadian maple millwork lead to imported marble bathrooms, heated floors, and Dornbracht fixtures. This provides the extravagant freedom guests need to relax, our rooms and suites are double the sizes of other luxury hotels in Downtown Toronto.

**DUTIES & RESPONSIBILITIES**:

- Ensure outstanding customer care at all times.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Support and assist team members in handling guest inquiries and requests and in resolving guest complaints.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
- Build strong relationships and liaise with all other departments, especially housekeeping, reservations, engineering and concierge etc.
- Performs other duties as assigned, requested or deemed necessary by management.
- Takes responsibility in the absence of Manager on Duty.
- Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
- Ensure accuracy of billing and payment processes.
- Monitor and review guest feedback.
- Resolve customer complaints.
- Train and coach front desk staff.
- Monitor staff performance and provide feedback.
- Able to make reasonable and professional decisions.
- As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

**QUALIFICATIONS & REQUIREMENTS**:

- 2-3 years’ front office supervisory experience in a 4-star hotel property.
- Flexible to work weekdays, weekends, and statutory holidays.
- Excellent organizational skills.
- The ability to use PMS (Opera knowledge is an asset).
- Must have clear and concise written and verbal communication skills with front office team, management, and other departments.
- Must be able to demonstrate team-building experiences, build morale and spirit within the department.
- Strong attention to detail and able to multitask.
- Excellent customer service skills.

**COMPENSATION & BENEFITS**:

- Employee social events.
- Birthday & anniversary day recognition.
- Discounted on-site parking.
- Meals allowances (restrictions apply).
- Health benefits (restrictions apply).

- The SoHo Hotel & Residences is an equal opportunity employer that is committed to inclusion and diversity. _
- We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics._
- Our company has an accommodation process in place for applicants with disabilities. Accommodation is available upon request at all stages of the recruitment and selection process._

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Schedule:

- Day shift
- Evening shift
- Weekends as needed

**Experience**:

- hotel front desk supervisory: 2 years (preferred)

Work Location: In person