Front Desk Supervisor - Hamilton, Canada - TownePlace Suites by Marriott Hamilton

TownePlace Suites by Marriott Hamilton

Verified Company

Hamilton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

POSITION:
Guest Service Supervisor

STATUS/LENGTH:
Permanent Full-Time

SALARY/HOUR:

HOURS OF WORK: 40.00 per week

SUMMARY OF DUTIES:

Reporting to the Rooms Division Manager, this position is responsible for overseeing and supervising staff in all aspects of the department's operations.

Duties include reporting, data and system management to ensure revenues and occupancy is maximized while ensuring uncompromised guest experiences.

Hiring and training of staff, ongoing liaison with hotel associates including sales, housekeeping, administration, and management this position will be a key member of the executive team.

GENERAL DUTIES:

Assumes the daytoday responsibilities for the department
Participates in multidisciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations and the guest experience
Collection of data and reporting on the activities and performance of the department, relative to specified benchmarks which may include reporting on financial aspects of the departments' operations
Providing information and/or reports to the guests, associates, hotel brand related representatives outside agencies
Active participation in evaluating internal processes and procedures to ensure that services are delivered in accordance with guidelines and in a cost effective, efficient and timely manner
Manager on Duty (MOD) duties when required
Conduct monthly team meetings to keep all desk associates up to date on all new policies, promotions, and procedures
Participates in Executive team meetings
Responsible for security of guests, fellow associates and hotel assets
Performs additional duties as requested by the Rooms Division Manager to aid in better operation of the hotel and service to the guests

Qualifications:

Demonstrated knowledge of the practices and theories normally acquired in a related field or an equivalent combination of relevant education and relevant work experience.
A thorough understanding of customer service
Previous management experience preferably in a hotel, hospitality, or tourism environment
Proven knowledge of customer relations, guest services through extensive practical experience
Effective communication, presentation, interpersonal and organizational skill
Demonstrated ability to effectively manage and/or work with a multidisciplinary staff, in a result oriented and predominantly fast paced environment.
Lead teams and participate in team meetings
Experienced in designing and delivering customer focused programs and services
Ability to interact effectively with guests, management, peers, staff and the general public
Thorough knowledge and understanding of policies, procedures, regulations and bylaws affecting the department/section
Ensure front desk operations are carried out within the systems and procedures required by the management company and brand specific standards
Scheduling associates with efficiency, service standards and budgets in mind
Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)
Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained
Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts
Familiarity and working knowledge of local area, the City of Hamilton and the surrounding area is an asset
Supervise reservations, checkin and check out procedures
Ensure the accuracy of housekeeping, maintenance, sales and other department reports, working
Ability to communicate effectively; written, verbal, phone and face to face meeting situations
Outgoing personality, organized, and detail oriented
Flexible able to work weekends, evenings, and some holidays
Excellent work ethic; must be honest and work well with others
Must have good cash handling skills
Marriott or hotel chain working experience is an asset however, extensive training will be provided
Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset

This job Is ideal for someone who is:

A hospitality professional with previous Marriott, Guest Service, or another related hotel experience
Dependable, reliable, and detailoriented
Demonstrates integrity, honesty, and delivery of high moral and ethical principles
Peopleoriented enjoys interacting with people and working on group projects
Adaptable/flexible enjoys work that requires change, new direction, can take on staff responsibilities and duties as needed
Goaloriented enjoys a challenge, thrives on results
Independent can work with little or no direction and well in a team environment
Innovative thinks "out of the box", is creative
Thrives in a highpressu