Role Summary

Reporting to the Front Desk Manager, the Guest Experience Supervisor will assist in the day to day function of the Front Office – Valet, Concierge Services, and Front Desk.
 

Key Accountabilities

• Leads by example and supervises daily operations with shift rotational work at the Front Desk; assists with check-ins and check-outs at the front desk; while consistently maintaining high level of service.
• Proactive approach on guest comments / issues, ensuring these are handled in a timely and professional manner meeting or exceeding guest expectations.
• Helps achieve departmental goals and contributes ideas for better guest satisfaction, colleague relations and revenue enhancement by providing motivational leadership.
• Collaborates with the Housekeeping Manager to ensure pre-arrival requirements are met in preparation for check in.
• Handles guest requests using an electronic tool/ device to communicate with other departments as needed.
• Works in conjunction with hotel security officers to respond to disturbances in guest rooms, medical emergencies, undesirable guests and including overall safety and security throughout the hotel.
• Oversees all areas of the hotel operation in the absence of senior management, acting upon urgent issues as required and reporting observations to the Director of Rooms.
• Ensures the lobby, front desk and all public areas are clean, tidy and well maintained.
• Attends various meetings and hotel functions as relating to the Front Office function as required.
• Is able to work and assist in other areas within Room Division to cover as needed.
• Performs any other duties as assigned by management.

Education & Experience

A degree in Hotel & Restaurant Management, Hospitality is preferred, with a minimum 2 years of previous supervisory or management capacity in the Front Office division of a boutique or luxury hotel setting.
 

Required Knowledge, Skills and Abilities

• Extensive knowledge of Front Office policies and procedures.
• Proficiency in computer applications such as but not limited to MS Office, Google applications, etc.
• Proficiency in Opera and Marriott Bonvoy an asset.
• Must have a flexible schedule and available to do overnight or front desk shift coverage.