Front Desk Supervisor Hotel

Est Hotel

Etobicoke ON

$20-$22 per hour

We are looking for Front Office Supervisor who will be responsible for ensuring the highest level of satisfaction to all our guests. This involves being proactive in all aspects of service delivery and performance. This involves supporting the General Manager in everyday hotel operations to achieve optimum guest satisfaction, profitability, and efficiency while maintaining standards set by the company assuring 100% guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests and employees.

Financial

Responsible for maximizing revenues and ensuring effective cost control systems are in place.

Ensures appropriate selling strategies of the hotel are being followed as well as being communicated to the front desk staff. This requires daily follow up on reservations made by staff and through the internet.

Assists in monitoring monthly inventory of office, package, and gift shop supplies.

Assist in purchasing or ordering items as needed.

Monitoring 3rd party websites and reservations ensuring rates are properly set and accordance to overall hotel budget.

Sales

Works with Director of Operations and General Manager to ensure sales activities for the property are met and revenue objectives are realized. Activities include setting goals, completing competitive surveys, taking reservations and compiling reports. Identifies and seeks out potential business in local market.

Maintains relationships with local agencies and key individuals to increase the Est's visibility within its market. Monitors and ensures the Market Source Code on all reservations are being correctly assigned by the front desk staff. Also makes sure the Daily Guest Listing Report is being printed out daily.

Guest Satisfaction

Promotes 100% guest satisfaction throughout property. Instills the 100% guest satisfaction objective to all associates. Ensures that all guest related issues are resolved in a manner consistent with the company's goals and objectives. Closely monitors our rankings on Tripadvisor.com, Expedia, Booking.com, Google, Yelp, and other online sites to ensure positive internet presence. Assists in responding to reviews as well as investigating service shortcomings involving our hotel/staff.

Employee Management

Assists in training employees in accordance with company standards.

Motivates and gives direction to all employees. Assigns special projects as time permits.

Communicates all policies and procedures to entire staff. Assists in conducting regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc.

Supports housekeeping inspections especially on days the Hotel Manager is off.

Adheres to federal, state, and local employment related laws and regulations.

Conducts coaching/counseling sessions; assists in performance evaluations.

Ensures that employee related issues are resolved in a manner consistent with company policies.

Performs duties in all aspects of hotel operations whenever needed.

Property Appearance

Assists in room inspections and documents repairs and cleanliness of property ensure optimum upkeep and repair, room cleanliness and overall property appearance.

Miscellaneous

Provides other relief or back-up duties as needed at the hotel including front desk coverage, housekeeping, and other duties to ensure the optimum operation of the property.

SUPERVISORY RESPONSIBILITIES:

Is responsible for the overall direction, coordination, and evaluation of the front desk unit.

Carries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; assisting in rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

Two years related hospitality management experience required.

LANGUAGE SKILLS:

Ability to read and speak the English language and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to effectively communicate professionally with guests, associates, supervisors, and others as required for optimum operation of the property. Conversational Spanish would be beneficial.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Knowledge of budgets and financial statements. REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

MANAGEMENT ABILITY:

Ability to manage and direct a staff to perform daily job tasks.

ORGANIZATION AND TIME MANAGEMENT SKILLS:

Ability to organize multiple projects; manage and prioritize multiple tasks and meet deadlines.

COMPUTER SKILLS:

Basic knowledge of computers and software including ability to use Microsoft Office, word processing, spreadsheet software and working knowledge of PMS (WebRezPro).

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions