Guest Services Supervisor

**GUEST SERVICES SUPERVISOR**

**DEPARTMENT: GUEST SERVICES**
**REPORTS TO: Owner/General Manager**

**SHIFT: 7am - 3pm Monday - Friday**

**SUMMARY**:
To ensure efficient operation of the front office department including front desk, night audit, reservations and Breakfast. The Guest Services Supervisor is to maintain control of and oversee these areas through established systems and procedures while being hands-on in all operations and continually monitoring for alternatives, improvements and new trends. This position is also responsible for the well-being and satisfaction of guests from arrival to departure and strives for service excellence. He/she is also responsible for implementing and supervising various training programs.

**QUALIFICATIONS**:

- College/University Hotel Management Certificate.
- Fluency in English
- Minimum four years experience in a computerized front office, with at least two years in a supervisory capacity.
- Excellent interpersonal, management, communication, and training skills
- Knowledge of Property Manager/Central Telephone system is required
- French is an asset.

**TASKS**:
**1.**Responsible for the efficient operation of the front office by getting actively involved in all aspects of operations.

**2.**Follow policies and procedures set by Choice Hotels.
**3.**Provides training and assistance to all departmental employees.
**4.**Enters and maintains configuration data in the front office property management system, phone system and call accounting system, the fax,
Reservation and GDS systems, and the key computer systems (e.g. outlook express, word, power point, excel etc.).

**6.**Ensures all reports are run correctly, and verifies the integrity of those reports prior to distribution.

**7.**Responsible for the proper handling of cashier floats, auditing procedures.
**8.**Responsible for making and updating policies and procedures.
**9.**Ensures transfers to A/R are accurate, (e.g. no show charges), posts charges.
**10.**Ensures all in-house guest accounts are collected per schedule.
**11.**Greet VIP POINTS guests personally.
**12.**Build a proper rapport with group conveners for utmost guest satisfaction and return.

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**13.**Ensures identifiable presence of leadership at the front desk in order to deal with any guest problems or complaints immediately.

**14.**Consistent communication with housekeeping and maintenance to ensure the efficient operation of room sales.

**15.**Ensures that housekeepers are doing a thorough job by checking rooms and ensuring time targets are adhered to.

**16.**Defines the organization of work within the department including assignments, time schedules and vacations.

**17.**Interviews job applicants, completes reference checks, and ensures their attendance at new hire orientations and trainings.

**18.**Ensures that staff are properly groomed and attired, including complete uniforms.

**19.**Controls daily labour costs
**20.**Prints payroll report for all departments bi-weekly
**21.**Prepares departmental time sheets for the payroll department.
**22.**Responsible for obtaining the highest possible rooms revenue by maximizing average rate and occupancy, monitoring competitive properties, and analyzing other market factors (yield management).

**23.**Maintain report with all corporate clients, check in’s on sales growth and strategies.

**24.**Checks surrounding hotels for overflow situations and confirms the validity of reservations.

**25.**Responsible for ordering stationeries and maintaining inventory
**26.**Acts upon guests suggestions or brings them to the attention of the General

Manager.
**27.**Responds to guest comments and complaints in a courteous, prompt, and professional manner.
**28.**Have a logbook and train staff to log all important information down daily.
**29.**Controls all keys in the department’s possession.
**30.**Knows “Who” and “How” to contact in case of emergency with water, electricity etc.
**31.**Prepares a training program for front office, and conducts training sessions.
**32.**Attends daily and/or weekly or monthly operations meetings.
**33.**Is fully prepared for fire alarms, bomb threats, and other safety requirements, including emergency medical assistance. Ensures front office staff is fully trained in these procedures.

**34.**Is the role model and mentor for front desk staff in accordance with company policies, however, may not dismiss staff without General Manager’s approval.

**35.**Investigates disciplinary matters, and issues discipline as per progressive discipline policy.

**36.**Prospects and makes sales calls to potential customers i.e.; corporate or groups.
**38.**Performs additional duties as assigned by the Top Management and owners.

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**I,, hereby acknowledge that I have received the Job**

**Description and the Tasks for.**

**I have read and understand the aforementioned Job Description and Duties and have received my own copies.**

**I also acknowledge that I was given the opportunity