Front Desk Supervisor

Muskoka Bay Resort; Gravenhurst; On-site; CAD 26,000 - 37,000; Full time

Job summary

Muskoka Bay Resort is seeking a Front Desk Supervisor to support daily Room Operations, Front Desk, and Porters, reporting to the Director of Rooms.

Responsibilities include opening/closing front desk, processing guest transactions, coordinating with Housekeeping, and ensuring smooth check-ins/check-outs. Previous hotel experience and strong customer service are important in this fast-paced resort setting.

Qualifications

• Front Desk Agent/Guest Services experience, minimum 2 years.
• Customer service experience, 3 years preferred.
• Excellent interpersonal and communication skills.

Responsibilities

• Opens and closes Front Desk/Housekeeping and ensures completion of shift checklist.
• Populate room operation reports and review reports for accuracy.
• Understand functions of Front Desk, Housekeeping, Porters, Shuttle Drivers and Maintenance.
• Supervises Room Operations in absence of Director of Rooms.
• Process guest check-ins, reservations, payments and check-outs.

Skills

Customer service

Interpersonal skills

Attention to detail

Communication

Cash handling

Team player

Problem solving

Education

Front Desk experience

Customer service experience

Tools

POS systems

Computers

Job description

No matter the season, no matter the reason, Freed Hotels & Resorts have one mission: to create memories for every guest who stays with us. We achieve this with our best-in-class, detail-oriented service at our growing portfolio of properties throughout Ontario.

Muskoka Bay Resort redefines what it means to play and stay; to relax and live. Our resort features spectacular amenities through every season. This magnificent property boasts a superior, first-class golf course, The Cliffside Restaurant with spectacular views from the patio, a brand-new 88 room hotel, which features a one-of-a-kind, landmark rooftop restaurant with a pool and unobstructed views of picturesque Muskoka. Be a part of the exciting change and choose Muskoka Bay Resort as your employer of choice!

Position Summary

Reporting to the Director of Rooms, the Front Desk Supervisor will be responsible, amongst other things, for the following: supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Front Desk & Porters.

Duties & Responsibilities

• Opens and closes Front Desk/Housekeeping and ensuring completion of assigned shift checklist and other duties.
• Populate room operation reports and review critical information contained in the reports.
• Understand the functions of the Front Desk, Housekeeping, Porters, Shuttle Drivers, & Maintenance.
• Temporarily supervises all areas of the Room Operations in the absence of the Director of Rooms.
• Operates all department equipment as necessary and reporting malfunctions.
• Ensures employees have the proper supplies and uniforms.
• Understands night audit procedures and being able to comprehend and utilize reports as necessary.
• Understand and comply with loss prevention policies and procedures.
• Process all guest check-ins by confirming reservations, assigning room, issue and activate room key.
• Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests/visitors and dispatch Porter as needed.
• Supply guests with directions and information regarding property and local areas of interest.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.
• Count cash at the beginning and end of shift.
• Balance and drop receipts according to accounting specifications.
• Keep an open line of communication with the Housekeeping and Maintenance Team.
• Promote a cooperative and harmonious working environment.
• Maintain the orderliness and cleanliness of the Front Desk and neatness of the lobby.
• Perform other reasonable job duties as requested by the Director of Rooms

Managing and Monitoring Activities that Affect the Guest Experience

• Understands the resort’s standard service culture.
• Provides excellent customer service by being readily available/approachable for all guests.
• Strives to continually improve guest and employee satisfaction.
• Always extends professionalism and courtesy to guests.
• Responds timely to all guest requests and work orders.
• Flexibility with working weekdays, weekends, and holidays, 8-hour shifts, overnight shifts.
• Self-motivated, friendly, upbeat, outgoing, mature person who thrives in a fast-paced environment.
• Previous Hotel experience is ideal.
• Excellent interpersonal skills/Customer focused and detail oriented.
• Organizational skills, ability to multi-task with strong analytical and problem-solving skills.
• Professionalism and reliability.
• Excellent communications skills.
• Excellent attention to detail.
• Knowledge of computers and cash handling experience is an asset.
• Professional attitude and appearance.
• Must be a team player.

EDUCATION & EXPERIENCE

• Front Desk Agent/Guest Services minimum of 2 years
• Customer service: 3 years (preferred)

OUr commitment to you

• We will provide you with a supportive, communication driven workplace.
• Provide a company culture that promotes diversity, inclusion, and equity.
• Empower you to make decisions and solve problems.
• Competitive compensation package that will be commensurate with experience.
• Complimentary amenity access to all Resorts within Freed Hotels & Resorts Portfolio (Muskoka Bay, Horseshoe Resort, Deerhurst Resort), discounted F&B, lodging, events and more.

The above job description is not intended to be exhaustive lists of all responsibilities, skills or efforts associated with or expected of the role but are intended to accurately reflect principal job elements.

Visa Requirements: Must be eligible to work in Canada

Wage Rate: $23.00/hour - may be negotiable to commensurate with experience

Muskoka Bay Resort is committed to providing reasonable accommodation to applicants with disabilities throughout the recruitment process. If you require any accommodations to participate in the application process, please contact Human Resources to discuss your needs.