Our reputation is built on delivering exceptional guest experiences. Is it safe in your hands? We’re searching for a Front Desk Supervisor capable of delivering a truly personal service to leave our guests satisfied every single time they stay with us.

**A little taste of your day-to-day**

Every day is different, but you’ll mostly be:

- Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements
- Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner
- Keeping close contact with guests for feedback, complaints, and compliments - and following it up
- Managing, recording, and resolving guest or customer complaints promptly
- Keeping other operating departments in the loop with important guest relations matters - from Food and Beverage and Maintenance to Housekeeping and Front Office
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
- Ensure your team are properly trained on systems, security, service and quality standards
- Ensure your front office team delivers a great service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
- Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management
- Oversee night audit function and preparation of daily financial reports
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
- Perform other duties as assigned by Front Desk Manager &/or General Manager.
- May also serve as manager on duty

**What we need from you**
- Excellent verbal and written communication skills
- Ability to deal with difficult interactions and work under pressure
- Managerial experience working in a customer service function
- Flexibility to respond to a variety of different work situations
- A passion for delivering an exceptional level of guest service
- Weekend Availability

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

**Benefits**:

- Employee discount
- Free parking
- Paid time off

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Holidays
- Morning shift
- Night shift
- On call
- Overnight shift

Work setting:

- In-person

Application Question(s):

- Weekends are mandatory, are you available to work weekends?
- Overnight shifts are required, are you available to work overnight shifts such as 11pm-7am?
- Are you available to work holidays?

**Experience**:

- Hotel experience: 1 year (preferred)

Work Location: In person