Job Description

The VISION


Always anticipating how to exceed our guests' expectations, the Guest Services Supervisor is our champion of personalized anticipatory service!


Objective:


As guest services supervisor you will be responsible for 1) creating and maintaining the highest level of customer satisfaction by providing the Old House Hotel's unique brand of welcoming, efficient and courteous front desk service and West Coast hospitality; 2) overseeing the day-to-day activities at the front desks located in both hotel lobbies; 3) proactively liaising with your front desk associates and other department team members; 4) practicing personalized anticipatory service; and 5) supporting and contributing to a regenerative, caring, fair and enjoyable workplace environment.


Duties and Responsibilities:

Support and participate in the training of new Guest Service Associates, including feedback for quarterly performance reviews and probationary reviews of the guest services team as required. Accountable for ensuring that all policies and procedures are in place, adhered to, and continuously monitored to maintain accuracy. Support the Guest Services Manager (GSM) in developing and implementing strategic plans that are innovative, motivating, and address current market trends and forecasts. Provide leadership, training and support to department associates, with respect to all Guest Services processes. Practice highly strategic principles of revenue management by utilizing revenue management techniques that maximize occupancy and average rates while maintaining a high standard of guest service. Work with the GSM to prepare annual budget and ensure that the Front Office operates within the approved budgets through use of checkbook accounting and forecasting. Ensure that front-of-house standards, uniforms and par stocks are effectively maintained. Coach and lead associates in guest issue resolution processes, to ensuring they are resolved quickly and effectively. Motivate and coach GSA 's to maximize associate productivity and satisfaction. Promote and encourage inter-departmental cooperation and communication so that customer service and overall guest satisfaction and Hotel teamwork are optimal. Review arrivals for accuracy and opportunities to enhance the guest experience. Ensure accuracy of room block assignments and review BEO's while liaising with the Sales and Events Department. Demonstrate attention to detail regarding special requests, and VIP accommodations. Proactively work to ensure Hotel safety protocols which include controlled access to the building, key control and guest room security. Ensure timely and accurate processing/tracking of gift certificates. Ensure accuracy and standards of our RCI program.

This individual will:

Work evenings and weekends as needed Welcome challenging assignments that involve the pursuit of clear goals and objectives. Be an enthusiastic self-starter who wants autonomy to work independently. Use their confidence, optimism and motivational skills to earn the admiration and trust of coworkers. Be well liked and relate well with both coworkers and customers. Have a confident and decisive approach with a desire to achieve clear results.

Preferred Education & Qualifications:

Minimum two (2) years' experience in a supervisory Guest Service position preferred. Previous Revenue Management experience preferred. Excellent skills in Microsoft Word, Excel, network systems required. Strong abilities to prioritize tasks, meet all deadlines, and attention to detail and analytical skills are required. Excellent verbal and written communication skills required as are strong customer service focus and problem resolution skills. Excellent leader and coach who has a passion to bring out the best in their teammates and themselves.

By submitting an application you are attesting that the information given is accurate and you give consent to The Old House Hotel to verify through means of previous employer contact and collection of information directly or in directly through public social media. Due to the volume of applications we will only be contacting applicants that we feel are most compatible with our property.


Applicants who do not already have legal permission to work in Canada will not be considered.


Job Type: Full-time


Benefits:

Company events Extended health care On-site gym Store discount

Schedule:

Day shift Evening shift Every Weekend Holidays

Work Location: In person