Front Office Supervisor

Coast Hotels; North Vancouver; On-site; CAD 52,000 - 68,000; Full time

Job summary

Coast Hotels Limited in North Vancouver is seeking a Front Office Supervisor to lead Guest Services and uphold the highest standards of front desk operations. You will anticipate guest needs, ensure friendly, efficient service, and support a smooth check-in/check-out process for individuals and groups.

In this role you will supervise daily desk activities, monitor VIP requests, and drive continuous improvement through coaching and collaboration with team members.

Qualifications

• 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.

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

Customer service

Communication

Leadership

Problem solving

Conflict resolution

Team motivation

Education

Bachelor's Degree in Hospitality

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.

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