Falls Avenue Resort

Guest Services Supervisor

Department
Front Desk/Guest Services
Job Status Type
Future Opportunity

Overview

Reporting to the Front Office Manager, this position is responsible for encouraging the highest level of guest service from the Front Desk Department by ensuring staff consistently exceed guest expectations and maximize potential revenue, making sure results are achieved in accordance with the objectives, performance and quality standards established by the Company.

Responsibilities

Supervise front office staff. Recruit, hire, train, schedule and evaluate Guest Service Associates. Coach and counsel team members, apply all operating procedures, ensure cash control standards and systems are used. Complete inventory checks and departmental reports. Check in and out of tour groups, act as liaison with Group Sales and Reservations. Handle room charges, guest complaints, rate reductions and special requests. Maintain all transactions and postings. Coordinate activities with the Housekeeping Department. Generate and distribute various room and occupancy reports. Block rooms for groups and transient guests. Enhance and improve guest services and any other duties as assigned.

Qualifications

  • Commitment and passion to maximizing guest satisfaction in each stage of the guest experience
  • Establish immediate credibility with guests and staff - leads all staff by example
  • Demonstrate willingness/enjoyment to attend to the needs of others
  • Demonstrate the ability to maintain professional composure at all times, while performing multiple tasks among staff, multiple guests/multiple items/products
  • Employs persuasion and influence to initiate and/or resolve matters
  • Excellent interpersonal skills
  • Demonstrate the ability to lead/supervise a large team of operating staff
  • Sets high priorities/standards and demonstrates urgency to achieve critical goals and objectives
  • Develop all staff to the best of their personal capabilities
  • Directs staff in an efficient and forthright manner
  • Demonstrate personal involvement and supervision to ensure the workplace is safe for all guests and staff
  • Enforces all health and safety/sanitation standards
  • Knowledge and conversational ability to train staff to effortlessly provide exceptional guest experiences and to encourage cross-promotion/sales of restaurant and company services/activities/products across the complex
  • Outstanding attention to detail - both personal grooming/appearance and in properly identifying guest’s needs, demeanour and level of required service attention
  • Demonstrate reading comprehension ability (i.e. assist guests in reading of company/local tourism literature in order to increase guest satisfaction during stay/visit)
  • Demonstrate the ability to work cooperatively within a team setting to anticipate and assist to another Associate’s guest’s needs
  • Ability to quickly respond to changing work volume with high-energy level and speed
  • Experience in rooms division/front office
  • Post-Secondary education in a related field or the equivalent in education and experience
  • Ability to work all shifts including days/evenings/weekends and holidays
  • Galaxy (Sheraton on the Falls; Skyline Inn) or Opera (Crowne Plaza) training is required

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