Front Office Supervisor/manager On Duty

**Front Office Supervisor/Manager on Duty** As a Manager on Duty at the Hampton Inn and Homewood Suites by Hilton, Calgary Airport, you will oversee the smooth operation of the hotel during your shift in the absence of the management team. You will ensure exceptional guest satisfaction by addressing concerns, managing staff, maintaining security, and responding to emergencies. Acting as the primary point of contact for hotel operations while on duty, you will be responsible for managing all aspects of the hotel’s daily operations. Reporting to the Front office Manager, your key responsibilities will include guest service, staff supervision, operational oversight, safety compliance, and financial management. **Key Responsibilities**: **Guest Service**: - Handle guest inquiries and complaints promptly, ensuring resolution with professionalism and courtesy. - Ensure efficient guest check-in/check-out procedures. - Provide information about hotel amenities and local attractions. - Ensure an exceptional guest experience through a proactive, flexible, and accommodating approach. - Monitor service trends and guest satisfaction (via Stay Experience platform) to address issues and implement improvements. **Staff Supervision**: - Monitor staff performance during your shift and provide guidance as needed. - Address staff concerns and resolve any issues promptly. - Coordinate staff schedules and assign tasks effectively. - Provide on-the-job training and support to ensure a high level of service. **Operational Oversight**: - Oversee daily hotel operations to ensure smooth functioning. - Manage guest flow, room inventory, and capacity. - Ensure strict adherence to hotel policies and procedures. - Identify and report maintenance or operational issues. - Regularly patrol the hotel to monitor service quality, safety, and security levels. **Incident Management**: - Respond to emergencies and security situations swiftly and efficiently. - Implement emergency procedures and coordinate with local authorities when necessary. **Financial Management**: - Monitor and manage guest accounts to ensure timely settlements. - Oversee cash transactions and ensure accurate accounting practices. - Ensure invoices to companies are accurately reviewed, dispatched, and that received payments are properly posted. **Communication**: - Maintain open communication with all departments within the hotel. - Provide regular updates to management on key operational issues. - Communicate effectively with both guests and staff. **Required Skills and Qualifications**: - Degree/Diploma in Hotel Management. - Excellent customer service and interpersonal skills. - Strong leadership, supervisory, and decision-making abilities. - Ability to remain calm under pressure and manage multiple tasks simultaneously. - Comprehensive knowledge of hotel operations and procedures. - Computer proficiency (MS Office, ONQ/KIPSU preferred). - Previous hotel leadership experience, preferably with Hilton. - Strong problem-solving skills and adaptability. - Willing to work mornings, evenings and if required, night shift with flexible availability during weekends/weekdays. **What We Are Looking For**: - **Hospitality**: Passionate about delivering exceptional guest experiences. - **Integrity**: Upholding high ethical standards and doing the right thing at all times. - **Leadership**: Leading with authority, both within the company and in the community. - **Teamwork**: A collaborative and team-oriented approach to every task. - **Ownership**: Taking responsibility for actions and decisions. - **Urgency**: Operating with a sense of discipline and urgency. Additionally, the following key attributes are essential: - Quality - Productivity - Dependability - Customer Focus - Adaptability **Why Hilton?** Hilton is the leading global hospitality company, renowned for offering outstanding accommodations, service, and value. With nearly a century of industry leadership, Hilton continues to provide exceptional experiences to both business and leisure travelers worldwide. Our vision, "To fill the earth with the light and warmth of hospitality," unites our team in delivering remarkable experiences daily. At Hilton, our amazing Team Members are the heart of everything we do. Join us and become part of a global hospitality leader dedicated to creating a positive impact on guests, communities, and the world at large Pay: $42,000.00 per year **Benefits**: - Dental care - Life insurance - On-site parking - Vision care Schedule: - Monday to Friday - Weekends as needed Work Location: In person