Front Desk Supervisor
Horseshoe Resort
Barrie, ON
WHO WE ARE: At Horseshoe Resort, we are a team that loves to serve people, priding ourselves on the service that our colleagues deliver to our guests. Horseshoe Resort is always looking for talented individuals to join our growing team of hospitality professionals and recreation enthusiasts. If you are outgoing, friendly and love adventure and the outdoors, you may be the person we are looking for!

Position Summary

The Front Desk Supervisor is responsible for working with the Front Office Manager to oversee the team of front desk attendants and run the daily operations of the department. The Supervisor will assist in training the attendants and ensure they are providing excellent customer service to all hotel guests.

Duties and Responsibilities:
Maintain, and improve Resort standards and services to meet the needs of guests. Ensure that any guest issues internal and external sales team is handled in a professional, empathetic manner and that “win win” solutions are offered.
Ensuring that guest check-ins and check outs are smooth and efficient
Organizing all incoming guest check-in packages
Be knowledgeable about the Resort, all its amenities, its policies as well as the surrounding area.
Be familiarized with the general rates, packages, group/special event rates.
Ensure that all special requests or problems are routed to the appropriate areas and follow up with outcome.
Balance inventory of rooms and take appropriate action to rectify.
Assign rooms for groups that require special attention (i.e. Hockey team, school trip) to better accommodate all parties involved.
Welcome and register guests arriving, follow policy and procedures regarding billing and standards.
Inform House Keeping Team of any changes in room status, room moves, request or concerns and maintain positive communication and strong sense of team work between departments.
Log any in-house guest issue in log book to record for next shifts and for better follow up and communication.
Check out guest in a timely manner and be empowered to rectify any issue upon their departure to achieve our goal of guest loyalty and satisfaction.
Prepare the next days team for success(i.e. arrival packages, restock inventory of pens, vouchers, papers, etc)
During down/slow time input rooming lists for upcoming groups to better control room inventory.
Emergency Calls: monitor and respond to the emergency phone lines and follow Health and Safety procedures to take action. (i.e. calling 911 and filling out supporting documentation)
Answer individual work email accounts as well as shared account and direct to information to appropriate departments.
Assist with occupancy through room list implementation, coordinating with group/corporate sales
Oversee daily front desk and lobby operations and ensure that all departments are demonstrating cohesiveness and strong work ethic
Coach, teach and team members to effectively improve at job duties.
Maintain good public relations and positive image of the Resort
Motivate and encourage employees through various means (training, incentive programs, rewarding outstanding performance, etc)

Qualifications:
Must be a highly organized self-starter
Experience in hospitality industry with emphasis on management preferred
Experience in Property Management Systems preferred
Must understand how the Resort functions
Ability to multi-task and deal with stressful situations
Superior social and organizational skills, professional manners, and neatness

Join our team today, and enjoy employee perks such as Resort staff pass for yourself and your dependents, retail, lodging, and restaurant discounts, along with additional perks and discounts at our other affiliated resort – Deerhurst Resort in Muskoka.