Front Office Supervisor

The Front Office Supervisor at The Pearle Hotel & Spa is warm, friendly, and inviting, providing each guest visiting the property with personalized and exceptional service at every given opportunity. The Front Office Supervisor assists the Front Office team in various administrative and hospitality duties, especially when the Front Desk Manager is absent, representing property management in resolving any guest related situations. A genuine and thoughtful leader, the individual in this role is responsible for ensuring the operational success of the Front Office team - providing guidance and coaching to Front Desk Agents, Reservations, Guest Service Agents, Bell people and Valets.

**Duties & Responsibilities**
- Serves as the property Leader on Duty and oversees all property operations during the overnight shift.
- Provides personalized and exceptional guest service at every given opportunity.
- Ensures that team members are aware of and follow all standards and procedures.
- Leads by example and support the hotel team all times.
- Provides guests with information and reservations whenever requested.
- Answer phones, greet customers, assist with check-in and check-out procedures, and make reservations
- Monitor all guest special requests.
- Respond to guest chat time in timely manner
- Review GXP report to prepare for next day arrival
- Review room assignment for next day
- Review departing guest folio to ensure 100% accuracy of billing
- Coordinates guest’s requirements while staying at the hotel including the arranging of local activities that the guests may require.
- Resolve customer complaints and issues and represent our hotel brand in a professional manner
- Keeps aware of local events
- liaises with the community
- develops relationships & builds new contacts.
- Acquires and keeps up-to-date information about Burlington and the surrounding area.
- Manage the front office team members and other departments as required.
- Replenishes daily floats to maintain levels.
- Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
- Assist with valet & luggage assistance as required.
- Complete floor walk
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Perform other job duties assigned by hotel management

**Qualifications**
- Hospitality Management degree is an asset
- “G” class driver’s license with a clean driving record

**Experience**
- Minimum two years hospitality management experience, fine hotel experience preferred.
- Experience with Marriott systems is an asset (Opera, GXP, Mobile Services and MARSHA)

**Skills**
- Excellent computer skills & familiarity with cash receipts, cash floats, balancing end of shifts, and budgeting
- Basic accounting principles an asset.
- Marriott International basic front office knowledge an asset. (Bonvoy GXP)
- Sales oriented personality & previous up-selling and/or sales experience is considered an asset.
- Member of Les Clefs D’Or - Golden keys Canadian Chapter (Concierge elite group) an asset.
- Strong leadership skills & demonstrated ability to effectively manage Team Members.
- Professional appearance, positive and proactive attitude, and demonstrates the following qualities; flexibility, dependability, and highly team and service oriented.
- Superior communication skills both written and oral.
- Desire to meet goals.
- Ethical and honest

**Working Conditions**
- Work environment - Work is primarily indoors, however this role may be required to assist the valet team outdoors
- Physical Effort - Capable of standing, and walking for extended period of time. Ability to move, lift, carry, push, pull, and place objects weighting up to 30 pounds.
- Shifts - Ability to maintain a flexible schedule to meet the business needs of a 24/7 hotel environment, including nights, weekend, and holidays.

Pearle Hospitality offers numerous employment benefits including dining, spa, and accommodation discounts; growth and development opportunities; Pearle Rewards program and more We offer competitive wages along with a fun, caring and supportive work environment.
- Pearle Hospitality and affiliated companies, including The Pearle Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting._

Pay: From $24.00 per hour

**Benefits**:

- Employee assistance program

Schedule:

- Evening shift
- Night shift
- Weekends as needed

Work Location: In person