Job Summary
What’s your passion? Whether you’re into adventure travel, binge watching Friends, or cheering on your favourite team, at Homewood Suites, we’re interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies – people who put our guests at the heart of everything they do. And we’re looking for more people like this to join our friendly and professional team.
Key Responsibilities
As the Front Desk Supervisor, you will be responsible for performing the following tasks to the highest standards:
- Supervise Front Desk staff to ensure smooth and efficient operation during the assigned shift.
- Act as Manager on Duty
- Provide Exceptional Customer Service to hotel guests
- Lead Hilton Standards
- Lead Hilton Honors recognition and sign up
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are receive
- Lead Touch Program
- Lead Guest Satisfaction – Stay Experience and Make it Right
- Lead Nor1 Upsell program
- Assist in Room Inventory Management
- Communicate effectively both verbally and in writing to provide clear directions to staff.
- Assign and instruct Guest Service Agents in the details of work, observing their performance and encouraging improvements.
- Use creative management skills to solve guest and team member problems, ensuring compliance with company standards to ensure consistent high-quality guest relations.
- Manage desk, resolve guest concerns, handles emergencies and other challenges that may occur during the assigned shift, implementing resolutions by using discretion and judgment.
- Listen to and understand requests, issues and situations from both guests and team members.
- Work varying schedules to reflect the business needs of the hotel due to the cyclical nature of the hospitality industry.
- Support and motivate front desk team members by leading by example and employing competent and consistent management practices.
- Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job training to ensure that all team members are of the same standard.
- Act as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
- Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labor Law and HR guidelines.
- Accurately process all cash and credit card transactions per established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposits, and counting/securing
- Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third-party payments for rooms, meetings, F&B and any other charges that may be incurred by guests
- Ensure adherence to procedures for hotel accounting, credit controls, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
- Perform other duties as assigned which may include guest room tours and special guest requests and any other duties as assigned by your manager
- Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
- Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
- Follows-up with all guests to ensure satisfaction with problem resolutions.
- Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
- Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
- Liaise with Sales to handle corporate guests / groups
- Allocate room in accordance to the guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
- Ensure communication, coordination and cooperation between the front desk and other operating departments, specifically Housekeeping, F&B and Accounts.
- Maintain hotel systems to ensure accuracy of information and data, and that it is easy to use and operate, in an organized and systemized way.
- Ensure that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
- Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
- Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
- Ensure that the Guest Service Managers is kept aware and up to date with operational issues.
- Ensure that the day-to-day functions of the front desk are completed, including but not limited to Guest Service Manager’s checklists, trace reports, credit limit checks, online back-ups, allocation of rooms, Lost Interface, Pay-Masters, discount and rate discrepancies, and registration cards.
- Check meetings and functions information, billing instructions, financial records and reservation backups to ensure that all information received is acted upon.
- Complete reports where and when requested, ensuring that they are complete and delivered on time to the respected parties.
- Ensure that the front desk /Suite Shop are kept stocked and maintained with requisitions and that par levels are maintained, and stock tracked.
- Keep up to date and aware of competitor activities in order to be proactive and create market advantage.
- Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.
Requirements
- 2-3 years of proven experience in hotel front desk operations or hospitality roles; hotel experience is preferred.
- Strong customer service orientation with excellent interpersonal skills.
- Bilingual or multilingual abilities to communicate effectively with diverse guests.
- Proficiency in multi-line phone systems and hotel management software is desirable.
- Exceptional phone etiquette and professional communication skills.
- Ability to lead a team, manage multiple priorities, and work efficiently under pressure.
- Knowledge of guest services standards within the hospitality industry is a plus. This position offers an opportunity to be part of a vibrant team dedicated to delivering memorable guest experiences while advancing your career in hospitality management
- Applicants must be legally authorized to work in Canada
Accessibility & Equal Opportunity Statement
Homewood Suites an equal opportunity employer and we would like to thank all applicants for their interest. Only those applicants under consideration will be contacted.
For additional information on our organization, please visit us at www.vrancor.com. Homewood Suites would like to hear from all interested candidates; accommodations are available throughout the recruitment process and the duration of employment.
Homewood Suites is committed to accommodating applicants’ needs in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and under the Ontario Human Rights Code throughout the selection process. If you require a disability–related accommodation to participate in the recruitment process, please email us or let the Recruiter know during the screening process.
Pay: $18.50-$19.50 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Work Location: In person
