Guest Services Supervisor

**Job Summary**

The incumbent is responsible for Supervising and participating in the day to day operation of Guest Services & Front Desk: carries out reporting, trains and supervises new staff. In turn maintaining high standards of quality, revenue management, inventory cost control and ensuring guest and employee satisfaction.

**Major Duties and Responsibilities**
- Manages all aspects of the Front Office/Guest Services (Night Audit, Guest Services and Reservations). Assist in the operation of all departments.
- Ensures brand standards are maintained at all times, while maintaining a professional and supervisory demeanor at all times setting an example of leadership for all staff.
- Monitors and maintains the Front Office, guest accounting and reservations in order to consistently meet company standards and achieve a high level of guest satisfaction.
- Responsible for the supervision, recruitment, selection, training and development of Guest Services personnel, to ensure their tasks are performed efficiently. Instructs and trains staff to follow safe working practices.
- Coaches and develops skills of all front office staff to the best of their potential. Assure outstanding Guest Experience.
- Recommends, develops and implements staff incentives designed to increase revenues.
- Ensures that staff is fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the city.
- Act on guest feedback and ensure that corrective action is taken in order to ensure 100% guest satisfaction. To promote a Service Empowerment Philosophy within the team and the hotel.
- Implement & maintain all company policies & procedures.
- Assists hotel management as directed with development of special reports and/or special projects.
- Manager on Duty shifts are required. Oversee day-to-day operations.
- Must be available days, evenings, weekend and holidays.
- Duties associated with Front Office Manager’s position including but not limited to the above.

**Minimum Qualifications and Skills**
- 1-3 years of supervisorial experience in a guest service environment.
- Hotel or post-secondary degree/diploma an asset.
- Excellent organizational, written and oral communication.
- Ability to deal with all levels of management and staff in a professional manner.
- Keep central reservations updated on hotel facilities/special promotions to maximize revenues.
- Must be a self-starter, able to work under pressure with the ability to meet deadlines.
- Accuracy and attention to detail skills. Proven leadership qualities.
- Night audit experience an asset.
- Proficient/familiarity with Opera would be an asset.

**Mental Effort**
- Mental and visual concentration during computer work daily, for accuracy in data entry and editing.
- Mental effort required in multi-tasking and handling interruptions that require refocusing.
- Listening and mental attentiveness in fulfilling manager's requirements and accommodating guests request and managing a staff on front desk

**Physical Effort**
- Standing at a computer for long periods of time.
- Frequently walking.
- Performs computer work daily.

**Working Conditions**
- Governed by concurrent and dynamic deadlines, despite conflicting priorities and frequent interruptions.
- Frequently handling of queries and calls from guests, potential guests, and other departments.
- Must be available days, evenings, weekend and holidays as required by scheduling demands.
- May be required to travel.

**Type of Supervision Required**
- Reports to the Front Office Manager. Works under general instructions to prioritize and complete assigned tasks.