Motel Supervisor

JOB DESCRIPTION

Job Title

Motel Supervisor

Reports To

Director of Operations

Direct Reports

Front Office Manager / Housekeeping Supervisor / Maintenance Manager

Job Profile

Manages the execution of all operations in the Front office areas including Bell/Door, Switchboard and Guest Services/Front Desk and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

Duties and Responsibilities

Leading the Front Office team

• Verifies that goals are being translated to the team as they relate to guest tracking and productivity.
• Manages the execution of all operations in the Front Office area (e.g., Guest Services/Front Desk) and manages employees.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Understands employee and guest satisfaction results and develop action plans to attack needed areas and expand on strengths.
• Sets clear expectations, with the Director of Operations, for the team.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests' ever-changing needs and expectations and exceeding them.
• Uses effective training methods to ensure associates have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

Managing Property Front Office Operations Function(s)

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees.

• Schedules the team against guest and hours/occupied room goals.

• Monitors compliance with standards and procedures.
• Performs hourly job functions as needed.
• Work with front office manager to achieve maximum room sales

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Managing Profitability

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing and Conducting Human Resources Activities

• Trains staff and monitoring adherence to all relevant policies and procedures.
• Participates in department meetings and continually communicating a clear and consistent message regarding the Front Office department goals to produce desired results.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Helps to train employees in safety procedures and supervises their ability to execute departmental and property emergency procedures.

• Observes service behaviors of employees and providing feedback to individuals; continuously striving to improve service performance.

• Participates as needed in the interviewing and hiring of all team members with the appropriate skills.
• Uses all available on the job training tools for employees, supervising on-going training initiatives and conducting training when appropriate.
• Coaches, counsels and encourages employees.
• Participates in employee progressive disciplinary procedures as required.
• Handles employee questions and concerns.
• Participates in an ongoing employee recognition program.
• Effectively schedules employees to business demands and tracks employee time and attendance.
• Ensure consistency in the payroll function.
• Complete employee development 30/60/80-day reviews in a timely manner.

Food and Beverage responsibilities

• Communicate effectively with all employees
• Support and collaborate with front of house team to achieve service recoveries and service enhancements in a professional and efficient manor
• Attend and collaborate at all department & hotel meeting
• Work closely within a team environment to ensure the smooth running of the food and beverage operation by developing and cultivating a team environment
• Proactively work with line team and management to address challenges and create solutions
• Occasionally assist in monitoring or guiding kitchen staff( if applicable)
• Prepares order according to established menu standards
• Responsible for proper cleaning and sanitation of work area and all related kitchen equipment.
• Responsible for proper food storage
• Assist in menu development
• Assist in cost control, monitoring, and ordering supplies
• Assist in counting inventory
• Assist in Kitchen Steward duties (i.e. washing dishes) as required
• Performs other duties, as assigned, to meet business needs

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Director of Operations in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

Candidate Profile

• High School Diploma or GED; or 2-year degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business Administration, or any other related courses
• Must have at least 2 years experience in Front Desk/ Guest Services or any related field
• Must be willing to work Full-time without restrictions
• Must be willing to work in Kamloops, BC
• Must be legally entitled to work in Canada
• Must have "Serving it Right" Certificate.