Front Desk Supervisor

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

We are looking for a full time Front Desk Supervisor to add to our team. This position is located at the Nova Inn Yellowknife located at 4401 Franklin Avenue, Yellowknife, NWT.

Primary Functions

Reporting to the General Manager, the Front Desk Supervisor is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is fulltime and includes days, evenings, weekends and holidays.

Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members. This position requires excellent customer service and the ability to work under pressure, enabling you to provide genuine hospitality to our guests by delivering excellent customer service in an efficient and consistent manner, while maintaining a positive and cooperative attitude and a SMILE.

The Front Desk Supervisor is required to maintain a flexible schedule and be available to work shift work including evenings, weekends, and holidays. Full time permanent position, minimum 30 hours/week.

Responsibilities and Essential Duties, including but not limited to:

Job Duties:

The specific responsibilities of the Front Desk Supervisor will vary depending on the needs of the hotel. Specific responsibilities may include, but are not limited to the following areas:

• Leads, motivates and coaches the associates in order to maximize productivity and satisfaction
• Follows all Nova Hotels Accounts Receivable practices and ensures all procedures are followed to maintain desired outcomes.
• Actively participates, coaches and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively
• Implements and owns arrival best practices checklist, measures accuracy through documented audits
• Leads, motivates and coaches all pass on communications between departments
• Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists
• Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required
• Prepare bi-weekly Front Office schedules. Maintain complete knowledge of the daily schedules to accommodate all groups, special requests and any special features of the hotel, while maintaining the desired labour costs.
• Help to manage Online Travel Agents and manage the room inventories to ensure the desired Average Daily Rates.
• Prepare travel agent commission reports in a timely manner.
• Prepare all required month end procedures and ensure they are provided to Nova accounting within the required time.
• Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture
• Conducts performance reviews according to established deadlines for front office and night audit associates
• Designs and ensures active participation of associates for all training programs
• Listens and responds to guests' requests or concerns and taking action until completion
• Projects a favorable image of Nova Hotels Hospitality to the public
• Implement policies and procedures for daily operations
• Other projects/duties as assigned.

Education and Salary:

• Must be able to legally work in Canada
• Must speak fluent English
• Previous Hotel experience required.
• Supervisory experience an asset
• University or College degree in hotel management an asset
• Hourly pay: $23.56 per hour

Job Specifications and Skills

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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Interpersonal Skills: High energy, positive and friendly. Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under stressful situations. Must be able to work well under pressure. Takes pride in a job well done.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy, consistency and thoroughness. Must have attention to detail.
• Cost Consciousness: Conserves organizational resources. Follows cash handling policies to verify funds and maintain accurate and ethical reporting of company finances.
• Ethics: Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security: Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability: Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; to required hours of work when necessary to reach goals. Flexible to work a variety of shifts.
• Initiative: Takes independent actions and calculated risks; Asks for and offers help when needed.
• Innovation: Generates suggestions for improving work.
• Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos in English. Ability to present information in one-on-one and small group situations to other employees of the organization. Ability to respond to common inquires or complaints from guests. Strong telephone abilities.

PHYSICAL DEMANDS:

Lifting - Under 20lbs 50% of work time,

Carrying - Under 20lbs 50% of work time,

Pulling – Under 20lbs 10% of work time, constant walking, bending, standing, reaching, and kneeling.

Nova Perks:

In addition to competitive wages, we offer:

• Meal program
• Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta.
• Friends & Family Rates at any of our locations
• Extended Health Benefits for full time employees
• Employee Discounts at the F&B Outlets

The Destination

The Northwest Territories is so many things. It's the start of a journey. An attitude. A destination like no other. It is a place from the pages of history. A place that still lives free and wild. Big and big-hearted. Full of adventure and discovery. And more accessible than you think. It is endless waters and unmatched landscapes. The Northwest Territories is the last corner of North America to be tamed – home to the biggest and deepest lakes, the highest waterfalls, the fabled Northwest Passage, the forbidding Barren lands and so much more. The Northwest Territories is the best place on Earth to witness the cavorting Aurora and the midnight sun. In summer, it's downright toasty. In winter, it is a new experience, with sundogs, moonbows, trees frosted in glitter, and roads made out of ice.

We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.

Nova Hotels is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our Human Resources department.