Guest Service Supervisor

**This position requires evenings, weekends and holidays.**

**2 Years Minimum Experience in Hotel position of Front Desk Agent or Guest Services Supervisor**

WHAT’S THE JOB?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Supervisor, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. As a supervisor, you’ll be coaching and mentoring the Front Office team by creating an environment of contagious learning and job fulfilment in a positive working environment.

YOUR DAY-TO-DAY
- Be the warm welcome that kicks off a memorable guest experience.
- Acknowledge Rewards Club members and returning guests, in person or on the phone.
- Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
- Handle cash and credit transactions.
- Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
- Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
- Take pride in your appearance and place as a brand ambassador.
- Always know what events and activities are on the day’s schedule.
- Jump into other duties when your colleagues need your help.
- Stay one step ahead of guests’ needs - record and act on their preferences, and handle their messages, requests, questions and concerns.
- Coaching and mentoring the Front Office team by creating an environment of contagious learning and job fulfilment in a positive working environment.
- Committing to guest satisfaction through consistent follow up on all guest satisfaction issues; delivering outstanding service recovery.
- On-site contact for Front Office IT systems, responsible for ensuring all systems are operational.
- Overseeing the daily operations of the Front Office, managing arrivals, departures, group and tour needs, along with balancing room inventory and achieving rate.
- Leading the achievement of the department’s revenue goals through training, motivation, promotion and incentives in pursuit of our room upsell and parking targets.
- Strong and effective communication with all other departments; partnering to ensure property-wide service standards for our guests.

WHAT WE NEED FROM YOU
- Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
- Fluency in the local language - extra language skills would be great, but not essential.
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers.
- Flexibility - evenings, weekends and holiday shifts are all part of the job.
- You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
- Experience - ideally, you’ll have spent at least two years in a front desk or guest service position.
- Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kne

Pay: $16.00-$19.00 per hour

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

**Experience**:

- Hotel: 1 year (preferred)

Work Location: In person