Front Desk Supervisor - Red Deer, Canada - Red Deer Resort & Casino

Red Deer Resort & Casino

Verified Company

Red Deer, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Are you a hospitality professional with exceptional leadership skills and guest service excellence? Red Deer Resort & Casino is seeking a Front Desk Supervisor to oversee our front desk operations and ensure exceptional guest experiences.

Summary

Under the direction of the
Front Office Manager, the
Front Office Supervisor supports the operation of the entire Front Office, Club Lounge and Reservation team while liaising with sales & catering, housekeeping, maintenance, and accounting in the successful implementation of the hotel's policies and procedures.

The Front Office Supervisor must ensure a high level of customer service at all times, maintain a friendly disposition, and resolve escalated issues of customers.

This position will act as a role model, sharing expertise and knowledge with the Front Desk Agents.

Essential Duties and Responsibilities

Engage with guests throughout all touch points. Be an exemplary representative of guest interaction and customer service.
Address and be proactive with all guest concerns brought forward.
Ensure all guest complaints or problems are documented, and the appropriate departments are immediately notified to resolve the situation if required; ensure followup to ensure completion and guest satisfaction.
Respond quickly to guest requests in a friendly and proactive manner and follow up to ensure complete guest satisfaction.
Under the guidance of the Front Office Manager, train, supervise, motivate, and discipline front office and club lounge associates to maintain excellent customer service.
Ensure Front Desk Agents are trained and informed of all procedures, policies, and programs.
Maintain the training manual for the front office department.
Maintain complete knowledge of scheduled daily activities, inhouse groups, all special requests, and hours of operation of each outlet, features and services provided by the hotel.
Work regular shifts at the front office and rearrange the work schedule as required in case of any absence.
Assist and support the Front Office Manager and the Rooms Division Manager with any initiatives required, ensuring the ongoing success of the hotel.
Coordinate advance arrangements for highpriority groups and/or individuals, ensure the house is appropriately blocked for arrivals with special requests and/or preferences.
Ensure daily tasks and checklists for all front office associates are completed.
Conduct regular audits to ensure par level for front office supplies.
Promote and maintain a safe and healthy work environment while adhering to the policies and procedures set out by the Health and Safety Committee.
Ensure the guest services department consistently meets and exceeds Red Deer Resort & Casino standards and goals.
Create a front office schedule in the absence of the Front Office Manager, and ensure staffing levels are adequate for future dates at both the Front Office, Club Lounge, and Reservation.
Maintain and log all lost and found items at the Front Desk using the Parcels program. Ensure cleanliness of the Front Desk and back office spaces at all times.
Ensure hoteldesignated VIPs and guests who purchase Club rooms are identified, recognized, and preblocked according to their preferences.
Coordinate with the sales team to ensure VIPs within the hotel are acknowledged, and any special amenities are requested in advance in preparation for their arrival.
Prepare and make sure all VIP items and/or cards are delivered to the rooms prior to the guest's arrival.
When requested, plan for, and prepare site tour rooms. This includes inspection and communication with maintenance/housekeeping for any quick fixes required to be done. Rooms are to be set up and readied as a welcoming environment.
Update data and statistics on Club Lounge usage. Including but not limited to stock, attendance vs usage, and revenues created. Complete monthly inventory counts as required.
Maintain a visual presence in the Club Lounge to ensure all items are up to Red Deer Resort & Casino Standard, and guest or associate concerns with the space are addressed in a timely manner.
Other related duties as required.

Education, Qualification and Requirements

2 or more years of working in a hotel or related experience is preferred
1 to 2year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
Experience in all aspects of customer service
Minimum 1 year of management/supervisory experience
Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
Exceptional conflict resolution, negotiation, and objectionhandling skills
Able to respond quickly in a dynamic and changing environment
Able to build and maintain lasting relationships with corporate departments, key business partners, and guests
Able to effectively communicate both verbally and in writing, in