Front Office Supervisor

**Job Type: Full-Time** **_ *** **Who We Are** **Why Work For Us** Gateway celebrates and empowers those employees who made it all possible. A career at Gateway means great people, a great atmosphere and career advancement opportunities across our locations. Our employees thrive with ongoing training and leadership programs for all while working in an engaging and fun environment. Join us today *** **The Position** At your service Our Front Office Team are the primary faces greeting guests into our all-suite hotel, we are a fast-paced resort embracing excellent customer service while addressing all patron questions and concerns, as well as providing a complete hospitality experience in our upscale accommodations. If you enjoy promoting excellent customer service with patrons and working as part of a team - we want to hear from you *** **Key Responsibilities** - Assign, coordinate and supervise work activities of Front Office Agents (FDA) / Guest Service Attendants (GSA) and ensure work is completed; including shift closings (room deposits, refunds and rebates) - Train and develop Front Office Agents, Guest Service Attendants - Review daily arrivals, identify potential problems with rooms activity and take appropriate action - Provide information and direction to staff to achieve 100% occupancy - Review and resolve dispute accounts and Housekeeping discrepancies - Prepare a shift briefing in the supervisors daily log to communicate activities, problems and special information to the next shift - Perform check-in and out procedures - Check all FDA daily paperwork for accuracy and perform float counts at the end of each FDA shift - Work on Entertainment and Special Events Groups ensuring accurate billing and room information - Take personal responsibility for correcting customer service problems - Confirm that department equipment is operational and report any defects - Comply with Hotel and Casino policies and procedures - Perform other tasks as assigned by management *** **What You’ll Require** - Must be committed to results through flexible scheduling, consistent follow-up and leadership by example - Must be highly productive, innovative, energetic, proactive and maintain a positive attitude - Must provide a clean criminal history certificate and driver’s abstract on an annual basis - Preference will be given to incumbents with proven experience of our internal software (i.e. LMS, CRS, VISION, HotSOS, webworks, etc.) - Previous supervisory experience is preferred - Proven superior customer service and conflict resolution skills - Possess excellent communication, organizational and problem solving skills - Hotel and Hospitality Diploma or relevant post-secondary education or relevant experience in a fully automated hospitality environment preferred - French language skills (verbal and written) are an asset - Must have attained/or have the ability to attain prior to their start date the proof of completion certificate for the on-line Supervisor Health & Safety Awareness in 5 Steps program offered through the Ontario Ministry of Labor - All employees at Casino Rama are expected to: - Comply with the duties of workers or supervisors, as prescribed by Section 27 or 28 of the Occupational Health and Safety Act - Comply with all applicable Casino Rama Occupational Health and Safety policies, procedures and protocols - Demonstrate a positive health and safety attitude to ensure Casino Rama continuously provides a safe entertainment destination for patrons and co-workers *** **What Is Next** - _ - **Gateway will post/recruit in accordance with the terms and conditions of applicable Collective Agreements_ - _ "Play Smart"