Front Office Supervisor

Coast Hotels Limited; Calgary; On-site; CAD 48,000 - 60,000; Full time

Job summary

Coast Hotels Limited in Calgary, Alberta is seeking a Front Office Supervisor to lead Guest Services standards and anticipate guest needs, delivering friendly, efficient service across all guest interactions. Availability across all operating hours is required to support hotel operations.

You will supervise front desk activities, manage check-ins/check-outs, address guest concerns, and coordinate arrivals and departures for groups.

Qualifications

• 1-3 years of related experience in the hospitality industry.
• Bachelor's Degree or Diploma in Hospitality or equivalent.
• Excellent communication and customer service skills.
• Ability to lead and motivate others.
• Flexibility to work evenings, weekends, holidays and some overnights.

Responsibilities

• Demonstrates superior customer service attitude with guests and internal contacts.
• Supervises front desk operations and handles check-in/check-out and guest concerns.
• Reviews daily arrivals, VIP notes and special requests; monitors quality of work.
• Communicates goals to team members and leaders.
• Reviews departmental plans to identify improvements for business growth.
• Other duties as required.

Skills

Customer service

Team leadership

Communication

Conflict resolution

Problem solving

Education

Bachelor's Degree or Diploma in Hospitality

Job description

The Front Office Supervisor will contribute to the overall success of the hotels by leading and maintaining Guest Services standards for the front office, by anticipating guest needs and providing friendly, efficient, and superior customer service during all guest interactions. This role requires availability across all operating hours of the property.

Responsibilities

• Demonstrates a superior customer service attitude with internal/external contacts, which includes listening to and understanding the needs of guests; anticipating and addressing guest concerns and requirements; looking for opportunities to exceed guest expectations; and escalating issues as necessary
• Supervises front desk operations and handles administrative duties such as, performing check-in and check-out of guests, handling guest concerns, assisting with the arrivals and departures of groups and tours, and storing luggage
• Reviews daily arrivals list and checks VIP notes and other special guest requests Monitors the quality of work and provides feedback on the degree to which operational standards are met
• Communicates goals to others, including team members, other Leaders, etc
• Reviews departmental plan and performance on a quarterly basis to identify areas for improvement that would contribute to enhanced business performance and to identify opportunities that would support business growth
• Other duties as required

Skills/Knowledge/Experience

• 1-3 years of related experience in the hospitality industry
• Bachelor's Degree or Diploma in Hospitality or equivalent combination of education and experience
• Excellent communication (written, oral English and listening), and customer service skills
• Ability to lead and motivate others
• Strong problem resolution skills and conflict resolution skills to resolve issues within a functional area
• Aware of and understands how all areas of the business interact and how own area impacts and is impacted by other areas
• Experience dealing with fast-paced customer-service environments
• Exemplifies Coast’s core values and enjoys working in a culture of accountability
• Able to work a flexible schedule, which includes evenings, weekends, holidays and some overnights