Front Desk Supervisor

Sonesta International Hotels; Toronto; On-site; CAD 50,000 - 55,000; Full time

Job summary

A leading hotel chain is seeking a Front Desk Supervisor to oversee front desk operations, ensuring exceptional guest service and team management. Responsibilities include staff training, scheduling, and maintaining hotel standards. The role requires strong communication skills and previous hotel experience.

Benefits

Food and Beverage Discount

RRSP Match

Drycleaning

Medical and dental benefits

Extended health care coverage

Tuition reimbursement

Employee Assistance Program

Disability programs

Paid vacation and sick days

Employee discounted hotel rate

Qualifications

• Two years of previous hotel experience required.
• Ability to speak, read, and write fluent English.
• Valid driver’s license preferred.

Responsibilities

• Supervise the front desk and reservation functions.
• Ensure guest special requests are fulfilled.
• Register guests and issue room keys.

Skills

English

Problem solving

Organizational

Education

High School diploma

Tools

Microsoft Office

Opera

Job description

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Job Description Summary

The Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with the accounting and human resources functions of the Front Office. The FDS serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FDS also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent.

Duties and Responsibilities

1. Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
2. Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions, and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
3. Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions, and guest information.
4. Responsible for the supervision of the security of cash, credit card transactions, and guest information.
5. Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
6. Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
7. Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
8. Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
9. Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
10. Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
11. Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
12. Supervise the accurate processing of all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
13. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
14. Regularly sell hotel rooms through direct client contact.
15. Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services.
16. Perform other duties as assigned.

Qualifications and Requirements

• High School diploma or equivalent required.
• Two years of previous hotel experience required.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
• Problem solving, reasoning, motivating, organizational and training abilities preferred.
• Experience with Microsoft Office and Opera systems required.
• Valid driver’s license preferred.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting or pulling items weighing up to 50 pounds.
• Frequently handling objects and equipment.
• Will be required to work mornings, evening, weekends, and holidays.

Additional Job Information/Anticipated Pay Range

Salary Range: $50,000.00 - $55,000.00

Benefits

Sonesta offers a variety of benefits including:

• Food and Beverage Discount
• RRSP Match
• Drycleaning
• Medical and dental benefits
• Extended health care coverage
• Employee perks and benefits
• Tuition reimbursement
• Employee Assistance Program
• Disability programs
• Paid vacation and sick days
• Employee discounted hotel rate for all Brands within the company

Additional Information

Please complete a full application and attach your resume. Incomplete applications will not be considered.