Guest Services Supervisor

We care about our people, and we show it through perks like staff lunches, relaxation breaks, free parking (EV, too) and monthly bus pass reimbursement, regular bonuses on your paycheque, and flexible shifts, because we know you have a life outside of work

Position Summary

Under the direction and support of the _Front Office Manager _the responsibilities for this position include but are not limited to: leading the day-to-day management and effective running of the guest services team and department. In this hands-on role, you will look to drive the productivity, motivation, and development of all guest services team members, whilst ensuring high standards and company guidelines are maintained. The Guest Services Supervisor is responsible for ensuring guest, and team member satisfaction while leading guest services operations. Part of ensuring both internal and external guest satisfaction is understanding that Oswego’s workplace culture prioritizes leaders' ability to be flexible, team driven, and meet guest, and team member needs. The Guest Services Supervisor is at all times professional (with external and internal clients), has a listen-first talk-after approach to guest concerns/complaints, and is excellent at multitasking.

The _Guest Services Supervisor_ is responsible for maintaining the smooth flow of front desk services according to the standards of the Oswego Hotel. This position will directly oversee and supervise the Guest Service Agents.

**Responsibilities**:

- Welcome, register and check out guests which includes: securing payment, sharing information on property specifics and amenities, educating on policies and agreements
- Maintain accurate records of daily transactions, interactions and requests providing detailed notes and efficient follow-up
- Creating connections through genuine hospitality
- Serve as a sales agent promoting hotel services and up-selling suite configurations
- To create, confirm and record reservations and modifications accurately
- To have exceptional product knowledge of all accommodation offerings, retail items and unit specifics
- Assist in the creation and management of guest services schedules, policies, initiatives, and procedures
- Communicates clearly with MOD of daily regime at the Front Desk
- Resolve guest complaints regarding hotel service. With the support of the Front Office Manager.
- Supervise guest services team by attracting, recruiting, training, and developing star team players in conjunction with the Front Office Manager.
- Supervise and participate in all aspects of guest service agent duties and activities. Including motivating the team, with support from the Front Office Manager.
- To maximize occupancy and monitor suite inventory to assist in maximizing room revenue
- To create an inclusive, professional team environment
- Exceed guest expectations of stellar service by providing and maintaining the highest level of professionalism
- Contribute to a positive workspace using thoughtful, effective communication skills within all property departments
- Develop and maintain strong local knowledge in order to act successfully as an Oswego Hotel ambassador and concierge
- Support a safe and free from harm working environment by ensuring all staff are working in compliance with health and safety regulations
- Strength in understanding property management software and a reservation tape chart; extensive knowledge of WebrezPro is an asset
- Contribute to an empowering environment and lead by example using thoughtful judgement to implement hotel policies, procedures and agreements
- Other duties as assigned

Knowledge, Skills and Abilities
- Great attention to detail
- Highly responsible and reliable
- Passionate and forward thinking
- Passionate about the hospitality industry and the guests you serve
- Able to work a flexible schedule which includes weekends and graveyard shifts
- Excellent time management skills, ability to prioritize and manage competing priorities
- Working knowledge of various computer software programs (MS Office, POS and PMS)
- Ability to spot and resolve problems efficiently
- Knowledge of Victoria and attractions
- Proven ability to guide and coach team members
- Excellent leadership, written/verbal communication, and interpersonal skill
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Willing and able to work a flexible schedule that will include weekends, evenings, and graveyard (overnight) shifts
- Ability to stand for an extended period of time, lift up to 50lbs and perform repetitive movements

Pay: From $48 000 per annually

Expected hours: 40 per week

Additional pay:
Bonus pay

Commission pay

**Benefits**:

- Commuter benefits
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- On-site gym
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program

Flexible language requirements: French not