Guest Service Front Office Supervisor

Job Description

THE COMPANY:

Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and hotels.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 100 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 90 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.
At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

Activities:
Assists the Guest Service Manager in managing guest service operations to include guest registration, telephone services, night audit, security and guest reservations to ensure guest satisfaction and maximize hotel profitability.

The duties and responsibilities for the Guest Services Supervisor include, but are not limited to the following:

Oversees and participates in guest registration.
Motivates staff and establishes a productive working environment for hotel.
Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments; and conducts performance evaluations and provides feedback to employees.
Assists in scheduling staff according to standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
Analyzes and generates reports and communicates information to employees and appropriate departments.
Knowledgeable of hotel property, amenities, area attractions and transportation.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Responds quickly to guest requests or complaints in a friendly manner and ensures appropriate action is taken. Follows up to ensure guest satisfaction.
Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Conducts training classes regarding safety, security, brand & department procedures and service guidelines.
Ensures hotel is in compliance with all federal, provincial and local laws, including health and safety, ESA and human rights.

Note: Other duties as assigned by supervisor or management