Guest Services Supervisor

**Guest Service Supervisor**

**Employer**:Brantford 33 Sinclair Blvd (o/a Holiday Inn Express & Suites an IHG Hotel, Brantford)

**Location**:Brantford, Ontario - Onsite

**Employment Type: Full-Time**

**Schedule: Available to work days, evenings and weekends**

**Union or Non-Union Role**:Non-Union

**Job Summary**

Under the general guidance of the Hotel General Manager and within the limits of establishing Holiday Inn policies and procedures, the Guest Service Supervisor is responsible for all aspects of the front desk operation ensuring that Guest Service Agents & Night Auditors provide impressive customer service and supporting the General Manager in other areas as needed such as Breakfast and Meeting Rooms. Must be available to work morning, evening, on weekends and holidays.

**Key Responsibilities**
- Provide noticeably outstanding guest service (constantly focused on service delivery)
- Be exceptionally knowledgeable about the hotel’s facilities and services
- Hire and develop a professional knowledgeable guest service team (document training)
- Be knowledgeable and ensure all brand standards are adhered to
- Support and encourage all team members to enhance Guest Service and/or satisfaction
- Gain expert knowledge of all front desk systems and procedures and train all staff
- Manage reservations and rates and maximize revenues
- Perform office administration and carryout hotel accounting functions
- Ensure all phones are answered (as a priority) correctly and professionally
- Ensure proper credit control and handling of financial transactions (guest accounting)
- Ensure all staff are in uniform
- Be an expert with Brand programs including Honors membership and train staff
- Promote an outgoing and fun yet professional image to guests, potential guests and team members
- Hire, schedule and assist with training of breakfast attendants
- Carefully schedule staffing based on forecasts, business demands and holiday trends
- Conduct regular front desk, administration office and Suite Shop inventories, control and inspection of all supplies, equipment and make approved purchases
- Be efficient, effective and responsive with inquires and requests using good communication
- High level of communication with maintenance department and any outstanding issues
- Review and follow up on information from the guest satisfaction tracking systems
- Attend any approved budgeted workshops/meetings or special events
- Conduct staff meetings and attend hotel management meetings
- Plan, implement and communicate departmental/hotel policies and procedures
- Ensure all Guest Service storage areas are clean, maintained and organized
- Understand and execute responsibilities of the Fire Safety Plan, WHMIS, and Health & Safety
- Act as Manager on Duty and support in other departments
- Support in operations of the Housekeeping and Food and Beverage as needed.
- Accomplish or assist with ‘special projects’ as required

**Requirements**:

- Minimums 2 years’ experience in similar role in hotel/hospitality industry.
- Excellent communication and problem-solving skills.
- Diploma or Bachelor degree in Hospitality is an asset.
- Must possess excellent customer service skills and be able to work independently.
- Must have excellent time management and organizational skills.
- Must be available to work morning, evening, on weekends and holidays.
- Customer service: 3 years (required)
- Hospitality: 2 years (required)
- Applicants must be legally authorized to work in Canada

**Compensation**
- Expected Wage: $21 to $23 per hour

**Vacancy Status**

This job posting represents a current, existing vacancy: Yes

**Use of Artificial Intelligence (AI) in Hiring**

Artificial Intelligence is used in the hiring process: No

**If yes**:
AI may be used to assist with resume screening or scheduling interviews. Final hiring decisions are made by human reviewers.

**How to Apply**:
**Accessibility & Equal Opportunity Statement**

Holiday Inn is an equal opportunity employer and we would like to thank all applicants for their interest. Only those applicants under consideration will be contacted.

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

Pay: $21.00-$23.00 per hour

**Experience**:

- Hotel & Accommodations Guest Services Staff: 2 years (required)
- customer service: 2 years (required)

Work Location: In person