Job Description

We are looking for a full time Front Desk Supervisor to add to our team. This position is located at Chateau Nova located at 4571-48 Street Yellowknife, NWT.



If the below description sounds like you, please apply online. No phone calls please, and in person resumes will not be accepted.

About us

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 15 full and limited service hotels across Alberta, Saskatchewan and the Northwest Territories. Nova Hotels started its' business in Yellowknife in 2000 and has had over 32 hotels and operate 6 different brands in the last 21 years of business, making us one of the larger independent hotel chains in Western Canada. We have almost 2300 guest rooms and over 100,000 square feet of meeting space. We are also an award-winning hotel chain with awards like Employer of Choice and a few locations are COR certified. Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

The Destination

The Northwest Territories is so many things. It's the start of a journey. An attitude. A destination like no other. It is a place from the pages of history. A place that still lives free and wild. Big and big-hearted. Full of adventure and discovery. And more accessible than you think. It is endless waters and unmatched landscapes. The Northwest Territories is the last corner of North America to be tamed - home to the biggest and deepest lakes, the highest waterfalls, the fabled Northwest Passage, the forbidding Barrenlands and so much more. The Northwest Territories is the best place on Earth to witness the cavorting Aurora and the midnight sun. In summer, it's downright toasty. In winter, it is a new experience, with sundogs, moonbows, trees frosted in glitter, and roads made out of ice.

Primary Functions:

Reporting to the Front Office Manager/General Manager, the Front Desk Supervisor is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is fulltime and includes days, evenings, weekends, and holidays Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members.

Responsibilities and Essential Duties, including but not limited to:

The specific responsibilities of the Front Desk Supervisor will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to the following areas:

Operations:

Leads, motivates, and coaches the associates to maximize productivity and satisfaction Leads, motivates, and coaches all night audit associates / functions in accordance with Nova Hotels financial practices Actively participates, coaches, and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively Implements and owns guest satisfaction call back process ensuring that our team is maximizing each guest encounter to ensure expectations are met Implements and owns arrival best practices checklist, measures accuracy through documented audits Manage Group/Tour Reservations to ensure adherence to the Sales Contract. Enter guest rooming lists and make individual reservations as required. Builds and manages Posting Master Accounts. Responsible for loading and maintaining rates, packages and tracking codes in the Property Management system and in Online Travel Agent portals. Responsible for regular monitoring of room categories and inventory, to ensure revenue maximization and potential yield management opportunities. Leads, motivates, and coaches all pass on communications between departments Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required Assumes the role of Manager on Duty in the absence of senior leadership

Guest Service & Community Culture:

Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports Conducts performance reviews according to established deadlines for night audit associates Designs and ensures active participation of associates for all training programs Ensures attendance to hotel functions for example: town hall/Staff Ambassador committee Ensures associates are recognized regularly for their contribution Listens and responds to guests' requests or concerns and acting until completion Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position Performs any other duties as required or deemed necessary to provide superior service and teamwork Maintains a favorable working relationship with all other associates to foster and promote a cooperative and harmonious working environment Projects a favorable image of Nova Hotels Hospitality to the public Health & Safety Ensures all team members are trained on fire safety plan and all emergency procedures Ensures back office is clean & clear of clutter for evacuation as needed Maintains confidentiality of proprietary information Consistently practices guest and associate privacy and security Consistently practices guest and associate safety, upholding the hotels health and safety policy Recycles bottles, cans, paper products in accordance with the policies

Education, Experience and Salary:

Must be able to legally work in Canada Must speak fluent English High School diploma is required. Post-Secondary education and/or previous hospitality training considered an asset 1-2 years' experience in hospitality industry is considered an asset. Experience in PMS, POS and switchboard is an asset Starting Wage $24/hour

Job Specifications and Skills

:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Interpersonal Skills:

Focuses on solving conflict, maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.

Teamwork:

Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

Language and Communication Skills:

Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations. Ability to respond to common inquires or complaints from suppliers. Strong computer and telephone abilities.

Community Minded:

Knows the community in which they work; able to give clear concise directions, follows and participates in local events, holidays, and functions

Physical Demands:

Watching a computer screen for long periods of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, for an extended period

Nova Perks:

In addition to competitive wages, we offer:


Meal program Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta. Friends & Family Rates at any of our locations Extended Health Benefits for full time employees Employee Discounts at the F&B Outlets

We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.