Guest Services Supervisor - Ottawa, Canada - The Metcalfe Hotel

The Metcalfe Hotel

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Metcalfe Hotel delivers in Ottawa an understated luxury to world travelers by showcasing our rich building history and connecting to the current culture, community, and people that make Ottawa a lively 21st century capital city.

Newly renovated and now part of the Gray Collection, our hotel is now entering a new era

JOB SUMMARY:

The Metcalfe Hotel is seeking a service-oriented individual to oversee the Guest Service Departments, (Front Desk & Valet) in the absence of the
Guest Service Manager, as well and act as Manager on Duty (MOD) while on shift.

YOUR ROLE:

In addition to performing the duties of all front office, reservations, and valet employees at a standard benchmark level, the GSS is responsible, but not limited, to:

Act as Manager on Duty and handle and resolve any challenges or emergencies that may arise.
Coordinate management of the Front Desk, Night Audit, and Valet in concert with the GSM to ensure a smooth operation and the highest level of guest satisfaction and represent the GSM in their absence.
Maximize room revenue through supporting revenuemanagement strategies set forth by management, and maximize inventory levels during high occupancy/sold out nights
Seek feedback on guest satisfaction in accordance with our service standards and philosophy of employee empowerment.
Ensure all special requirements from guests are met or exceeded
Interact with guests to resolve complaints as well as to build relationships with guests.
Monitor all cash floats and report any discrepancies for immediate action.
Stay current on emergency procedures, including fire and emergency procedures. Train all employees to follow these procedures and promote a safe working environment by following all hotel safety measures and health & safety standards
Support the GSM to achieve effective staff planning, hiring, scheduling and adhering to budgeted parameters.
Foster a work environment that allows employees to achieve job fulfillment and encourage career development and contribute to the development of a strong team through active involvement in daily operations and through the development of a continually evolving workforce.
Support & supervise the housekeeping department when required
Perform other duties as needed and special projects as assigned by management.

YOUR PROFILE:

Hospitality diploma / degree or equivalent experience
Previous hotel supervisory experience is a requirement
Effective problemsolving skills, as well as the ability to work under pressure and multitask
Assertive, professional with proven ability to motivate, coach, develop, and lead a team.
Excellent interpersonal & communication skills and an outgoing, friendly, personality.
Possess high work standards & sets high standards of performance for others.
Strong computer knowledge specifically with Word, Excel, Outlook.
Experience with Opera/Opera Cloud PMS is an asset.
Physical Requirements standing and walking
Knowledge of the city, its tourist attractions, and major routes
A valid G driver's licence with a clean record (able to drive automatic and standard cars)
Excellent English and French language skills, both oral and written.
Flexible schedule with availability on evenings, weekends and holidays