Front Office Supervisor/manager On Duty

The Front Office Supervisors primary function is to assist the Front Office manager with the daily operations of the front office. He/she will act as a Manager on Duty overseeing all Hotel associates during shifts when direct supervisor is not on duty, assisting with guest complaints and representing Management in their absence.

**DUTIES & RESPONSIBILITIES**:

- Oversee the day-to-day operations of the Front Office while on duty.
- In the absence of Management, responsible for supervising all team members on site and overseeing the hotel’s operations, ensuring a high standard of service at all times.
- Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Hotel, in an attentive, courteous and efficient manner. Effectively handle guest feedback to ensure that required corrective and preventative actions are taken t o achieve 100% guest satisfaction prior to guest's departure.
- Champion guest retention through exceptional guest experience in order to ensure that each guest is encouraged to rebook prior to departure.
- Fully engage in collaborative working relationship with all hotel departments to improve service delivery and efficiency and create a seamless guest experience.
- Assist Guest Service Agents with check-ins and checkouts; confirm that all Company/Brand standards are being followed properly.
- Assist FOM with planning and assigning work, and establishing performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Assist and supervise Guest Service Agents with daily duties. Ensure that Guest Service Agents complete all duties.
- Educate and train team members in compliance with federal, provincial and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
- Ensure that staff is fully knowledgeable about all hotel rates, amenities, services, facilities, daily functions, current hotel promotions, as well as local attractions and activities.
- Perform scheduled security rounds of the hotel and outside property to ensure health and safety of all people within the facility. Take action to eliminate immediate hazards and/or documents any items that need to be brought to the attention of the General Manager or other Department Heads.
- Be fully conversant in all aspects of fire/life safety procedures. Adhere to all health and safety guidelines and standards.
- Ensure the work environment is tidy and well organized at all times. Ensure the Hotel presents a clean and welcoming environment in all public areas.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Monitor all V.I.P.'s, special guests and requests.
- Review Front Office communications log on a daily basis.
- Assist GM & FOM with the new programs that result in an increased level of guest satisfaction and operational excellence, maintenance of security policies and procedures particularly for credit control, monitoring and managing of Web Guru.
- Assist with managing the reservations system to ensure maximum REVPAR.
- Participate in committees, meetings, including pre-shift meetings.
- Adhere to all Hotel procedures and policies.
- Other duties as assigned.

**MINIMUM QUALIFICATIONS AND SKILLS**:

- Previous 1-2 years of Front Office experience.
- High school graduate - Diploma/Degree in Tourism or Hospitality an asset.
- Superior leadership, communication, guest relation and employee relations skills.
- Ability to work within and meet deadlines. Proven ability to manage multi-tasked assignments
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Strong interpersonal and problem solving abilities with and excellent verbal communication skills and ability to focus attention on guest needs, remaining calm and courteous at all times.
- Excellent organizational skills with a high level of responsibility and commitment.
- Computer knowledge in Windows environment as well as proficiency in property management system (Opera) an asset.
- Ability to work well under pressure in a fast paced environment.
- Ability to work a flexible schedule, with changing shifts such as Mornings, Afternoons, Nights, Weekends and Holidays.

**Job Types**: Full-time, Permanent

**Salary**: From $20.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift
- Holidays
- Weekend availability

**Experience**:

- Hotel Front desk: 2 years (required)