Position Summary
Under the general direction of the Hotel Guest Service Assistant Manager, the Hotel Guest Services Supervisor is responsible for assisting with the overall management of the Front Office Operations to provide efficient and courteous service to each guest and operate according to the policies, procedures, quality standards and services established by the management team for the satisfaction of internal and external guests. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.
Key Accountabilities
Assists Front Office Duty Managers in day-to-day operations of the department
Develops training materials and training protocols for Front Office employees
Ensures the successful training and development of new and existing Front Office employees
Ensures effective and consistent processes are being followed and adhered to the Front Office operations
Supervises, motivates and trains Front Office employees
Provides leadership, direction and mentoring to the Front Office Team
Assists in creating, implementing and managing best practices and service standards for all sections
Develops and maintains positive working relationships with team members and other departments
Assists in guest concerns and satisfaction surveys with a strong aptitude for conflict resolutions
Liaising and communicating effectively with all appropriate operational departments.
Developing and cultivating strong working relationships with all stakeholders (guests, ownership and employees).
Ensures compliance with licensing laws, health and safety and other statutory regulations
Performs other duties as assigned
Education and Qualification Requirements
Post-Secondary hospitality or hotel education or suitable combination of education and experience;
Minimum 3-year hotel front desk experience
Previous Supervisory experience as an asset
Ability to lead and mentor a team
Strong attention to detail;
Computer literacy in MS Office (Word, Excel, Outlook), Opera software an asset;
Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
Strong verbal and written communication skills are required; Bilingualism in both French and English is considered an asset
A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
A willingness to learn, develop and achieve new skills for personal and professional development
Work Environment Considerations
Regular hotel environment, fast paced with multiple priorities, deadlines and deliverables;
This role requires extended period of standing, walking, bending and may lift up to 35 lbs.
The role requires a flexible schedule that adapts to business needs, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts.
NOTE: This is a DUAL leadership role within the Hotel Guest Services Department. Responding to the business, the Dual Hotel Guest Services Supervisor will split their time between Supervisory and Regular GSR duties.
