Guest Services Supervisor

**Objective**:
To increase customer satisfaction by providing efficient and courteous Front Desk / Guest Service in accordance with the standards of the hotel. Responsible for the day-to-day activities at the front desks located in both lobbies and liaising with other departments in a proactive manner. Practice personalized anticipatory service.

**Duties and Responsibilities**:

- Support and participate in training new Guest Service Associates, including feedback for quarterly performance reviews and probationary reviews of the guest services team as required.
- Accountable for ensuring that all policies and procedures are in place and adhered to, continuously monitored to maintain accuracy.
- Supports the Guest Services Manager (GSM) in developing and implementing strategic plans.
- Provides leadership, training and support to department associates, with respect to all Guest Services processes.
- Practices above average principles of revenue management and utilizes revenue management techniques in order to maximize occupancy and average rates while maintaining a high quality of guest service.
- Works with the GSM to prepare annual budget and ensures that the Front Office operates within the approved budgets through use of checkbook accounting and forecasting.
- Ensures that front of house standards, uniform and par stocks are effectively maintained.
- Coaches and leads associates, in guest problem resolution processes, to ensure that guest service opportunities are resolved quickly and addressed effectively.
- Motivates and coaches GSA in order to maximize associate productivity and satisfaction.
- Promotes and encourages inter-departmental cooperation and communication so that customer service and overall guest satisfaction is at an optimum.
- Review arrivals for accuracy and opportunities to enhance the guest experience.
- Ensures accuracy of room block assignments and review of BEO’s while liaising with S&C department.
- Demonstrate attention to detail regarding special requests, and VIP accommodation.
- Proactive when it comes to the security function for the Hotel which would include ensuring effective control over access to the building, key control and guest room security.
- Ensures timely & accurate processing/tracking of gift certificates.
- Ensure accuracy and standards of our RCI program.
- Any and all other duties as assigned.

**Preferred Education & Qualifications**:

- Minimum two (2) years’ experience in a supervisory Guest Service position preferred.
- Previous Revenue Management experience preferred.
- Excellent skills in Microsoft Word, Excel, network systems required.
- Strong abilities to prioritize tasks, meet all deadlines, and attention to detail and analytical skills are required.
- Excellent verbal and written communication skills required as are strong customer service focus and problem resolution skills.
- Excellent leader and coach who has a passion to bring out the best in their teammates and themselves.

**This individual will**:

- Work evenings and weekends
- Welcome many different kinds of challenging assignments that involve the pursuit of clear goals and objectives.
- Be an enthusiastic self-starter who wants the autonomy to work independently.
- Use their confidence, optimism and motivational skills to earn the admiration and trust of coworkers.
- Be well liked and will relate well with both coworkers and customers.
- Have a confident and decisive approach with a desire to achieve clear results.
- Be an effective coach who likes to work with others.

**The VISION**

The Guest Services Supervisor will be the ambassador of personalized anticipatory service

**Job Task List**:
**Daily**
- Review current day arrival report and 3 days out for VIP arrivals to ensure rooms are still correctly blocked and that requests and favors have been met/arranged.
- Perform room inspections for arriving high level VIP guests.
- Be observant throughout shifts and walk-abouts for guest service opportunities.
- Review daily BEO’s and help facilitate the meeting space area.
- Support all H&S related processes.

**Weekly**
- Creation of a weekly information sheet to be given to associates with local events, nearby attractions, specials in F&B etc. for associate use and reference.
- Review the weekly BEO’s and work with the S&C Manager to ensure high guest satisfaction.
- Review VIP’s and special guest needs with the P&C Advisor to ensure high guest satisfaction.
- Ensures timely & accurate processing of group deposit, maintaining & updating client files as required.

**Monthly**
- Performs office and records management and maintains monthly inventory.

**Annual**
- Active involvement with Strategic Planning sessions

Applicants who do not already have legal permission to work in Canada will not be considered.

Pay: $23.00-$24.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Extended health care
- Store discount

Schedule:

- Day shift
- Evening shift
- E