Job Description

SUMMARY:

The Residence Inn by Marriott Calgary Downtown/Beltline District has 390 modern long-stay suites and caters to business and family leisure travellers looking for an extended-stay hotel as well as to groups and meeting attendees with a 10,000 sq. ft. Conference Centre. Guestrooms feature full kitchens and separate living and sleeping areas and provide seamless connectivity to the home and office with complimentary high-speed Wi-Fi throughout, free hot breakfast daily, complimentary grocery delivery, 24-hour onsite food and beverage market, health and fitness options and comfortable public areas, including a terrace lounge and roof deck for relaxation and socializing.

Reporting to the Guest Services Manager, the

Guest Services Supervisor

is responsible for supporting the operation of the Guest Services Team, while liaising with other hotel departments including Housekeeping, Maintenance, Sales, Food and Beverage, Accounting and HR. Strong and fair leadership, problem-solving, and decisiveness are critical for success in this role. Ensuring the Residence Inn by Marriott standards are being adhered to with consistent service levels and abiding by all Manga Hotels standards, policies and procedures will be key.

RESPONSIBILITIES:

Leading by example, ensure the compliance from all team members to all Commitment to Clean initiatives and other safety practices to ensure the health and safety of all who enter into the hotel, including guests, co-workers and self.

Under the guidance of the Guest Services Manager, assist in the training, supervising, motivating and managing the performance of Guest Service associates in order to ensure exceptional, memorable guest experiences throughout the guest stay.

Embody and promote a culture where all team members are empowered to provide our guests the immediate service requested in order to exceed their expectations and provide WOW Service.

Maintain complete knowledge of scheduled daily activities, in-house groups, all special requests and hours of operation of each outlet, features and services of the hotel.

Ensure all guest concerns are documented and the appropriate departments are immediately notified for resolution. Follow-up to ensure completion and guest satisfaction.

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of local area and events, including local bars, restaurants and attractions.

Coordinate all preparations for incoming groups and VIPs as well as all pre-arrivals including blocking of rooms, banquet orders and special requirements.

Coordinate with Housekeeping to track readiness of rooms for check-in.

Review shift logs/daily memo books and document pertinent information in logbooks.

Count the float at the beginning and end of shift. Balance and drop receipts according to Accounting's specifications.

Assist management in training, motivating, and coaching associates; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.

Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.

Ensure the achievement of our vision and goals by monitoring the daily performance of the Guest Services team.

Help to prepare work schedules to ensure all jobs are covered in assigned areas and for occupancies.

Work regular shifts and rearrange work schedule as required in case of absences.

Responsible for evening property checks.

Support Accounting efforts through timely examination and action towards accounting irregularities, including assisting associates with expediting problem payments.

Ensure adherence to hotel policy regarding security of bedrooms and keys.

Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.

Maintain standards of punctuality, uniform presentation and personal hygiene as required, providing a professional image at all times.

Work and communicate in a professional and ethical manner with colleagues assisting where necessary to develop team spirit and to achieve standards of work and guest care.

Be familiar with appropriate action to be taken in the event of an emergency and assist as central communication center for hotel when required.

Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.

Project an enthusiastic, optimistic, helpful attitude.

Stand, sit, or walk for an extended period of time.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10-20 pounds without assistance.

Perform other reasonable job duties as requested by department heads/senior managers.

QUALIFICATIONS:

Previous experience in a hotel Guest Service or Front Office supervisory position preferred.

Post-secondary education in hospitality or a related field a definite asset.

Strong literacy skills, both verbal and written.

Computer literacy required: MS Windows and related hotel systems.

Must have excellent interpersonal, communication and leadership skills.

Proven leadership skills which support an environment of employee growth and development, interdepartmental teamwork and an exceptional guest experience.

Must be energetic, enthusiastic and self-motivated.

Previous scheduling experience an asset.

Results-oriented with the ability to be flexible and work well in a busy and demanding environment.

Must have ability to train associates and help them to continue to improve and develop their skills.

Ability to stand, sit, or walk for an extended period of time.

Ability to move, lift, carry, push, pull and place objects weighing less than or equal to 10-20 pounds without assistance.

Must be available to work a variety of shifts, including overnight, weekends & public holidays. Hours of work will be scheduled based on business volumes/operational demands and will vary.

First Aid certification an asset.

Must be able to maintain confidentiality of proprietary information and protect company assets.

Thank you for your interest in Manga Hotels, however, only those considered will be contacted for an interview.

WE ARE SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGES APPLICATIONS FROM ALL QUALIFIED INDIVIDUALS.

Job Type: Full-time

Benefits:

Dental care Employee assistance program Life insurance Vision care
Work Location: In person