Basic Purpose
Under the direction of the Front Office Manager, the Front Office Supervisor works with the team to provide the highest level of service in a knowledgeable, professional manner, while striving to constantly exceed guet expectations of our service. They are passionate about serving others and working as a team with associates from all departments.
Duties & Responsibilities:
- Able to perform and supervise the job functions of a Guest Service Agent.
- Assist the Front Office Manager in setting direction and achieving Front Office goals.
- Lead First Response in emergency situations: fire, power outage, flood, bomb threat
- Provide leadership for the Front Office team and lead by example.
- Take lead in resolving escalated guest service issues and demonstrate the ability to follow-up
- Oversee shift operations of Front Desk.
- Take onership of room inventory day-of, as related to house status, overbooking, and room type issues, relocating guests when necessary.
- Prepare for VIP guest arrivals and upcoming groups, monitoring business to ensure appropriate staffing levels
- Exceed the expectations of all guests (both internal and external) through empowerment and by responding attentively, efficiently, and politely to all requests.
- Motivate and monitor participation in Guest Service programs (upsell/comment capture)
- Help create a positive work environment through teamwork, cooperation with peers and team leaders and an environment where all team members consistently deliver service standards
- Actively participate in monthly departmental communication meetings.
- Contribute to a healthy and safe work environment by reporting all safety hazards, following WHMIS and Fire Safety training, and working in a safe manner.
- Contribute to regular coaching sessions with team members regarding performance & standards
- Assist with scheduling, training and career development of team members
- Work closely with other departments to ensure exceptional service
- Provides a favorable image of SilverBirch Hotels & Resorts and the Brand to the public by consistently demonstrating our Values (Engagement, Quality, Performance, Integrity and Growth)
- Other related duties and projects as assigned
Skills, Knowledge and Abilities Required:
- Excellent guest service; excellent communication and interpersonal skills both verbal and written
- Able to tactfully and quickly resolve/defuse guest concerns and ensure appropriate follow up is done
- Strong computer and telephone correspondence abilities with previous experience using Microsoft such as Word and Excel
- A working knowledge of Opera is an asset.
- Highly organized, able to multi-task and detail oriented; Works well under pressure.
- Able to perform well in a fast-paced environmentEnergetic, honest, self-motivated and flexible
- Reliable, punctual and dependable; strong teamwork skills
- Able to train, motivate and develop team members through own experience and passion for service.
- A self motivated individual, able to problem solve, initiate action and complete projects.
Preferred Education & Qualifications:
- 1 years previous guest service experience is required.
- Previous supervisory experience is required.
- Diploma in hospitality is an asset
- A valid drivers licence is preferred.
Working Conditions:
- Sometimes exposed to frequently open doors to the outside
- Fast paced environment that is often demanding
- Stand, walk and remain on feet to perform job duties for entire shift duration
- Reach overhead and below the knees, including bending, twisting, pulling and stooping
- Hours and shifts will vary according to occupancy and the needs of the department
- Shifts will include mornings, nights, weekends and holidays
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