Front Office Supervisor
Grande Rockies Resort - Canmore, AB

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Job Summary

  • Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day

operations of the Front Desk including Switchboard, Reservations and Belldesk.

  • Provide excellent customer service per the standards of the hotel, and assist in situations to

ensure customer satisfaction.

  • Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner.
  • Assisting with the delivery and execution of the iPrefer loyalty program including amenities, guest welcome letters and profile updating.
  • Reviewing guest special requests and ensure they are met or exceeded.
  • Working with all Hotel Departments to ensure we meet or exceed guest expectations and all guest billing is accurate and up to date at time of departure.
  • Acting as a liaison with the Sales & Catering, Food & Beverage, Engineering and Housekeeping teams to ensure clear communication.
  • Assisting in the administration and management of the Front Office, including, but not limited to payroll and scheduling.
  • Ensure department adherence to company policies, procedures and standards to ensure that

guest expectations are exceeded.

  • Assist in providing staff with ongoing coaching, training and development.
  • Coordinate hotel emergency procedures within the scope of defined plans.
  • Prepare reports, handle special projects and assignments as required.

Job Requirements

  • 1 - 2 years of front office supervisory experience preferably in a 4 or 5 diamond hotel

property.

  • 2 years front office agent experience, including handling large group arrivals.
  • Previous experience with scheduling, ordering/managing supply inventory
  • Excellent command of the English language is essential, both written and verbal.
  • A service excellence and relationship management role model with strong leadership

including dealing with all guest service situations while continually ensuring guest
satisfaction about Hotel standards.

  • Proven effective supervisory skills including cultivating a positive, high performance team.

Able to motivate, mentor and performance manage including corrective action to ensure
continually high standards.

  • Able to work under pressure and stressful situations while handling multiple tasks
  • Attentive to details and have excellent organizational skills.
  • Excellent interpersonal skills with a positive attitude and be guest focused.
  • Neat, professional and well groomed at all times.
  • Self motivated and have initiative - work with little supervision.
  • Work flexible shifts - days, evenings, weekend and holidays.
  • Solid knowledge of Microsoft Office and general computer applications.
  • Knowledge of Maestro property management system and reservations management

software is an asset.

  • College diploma or university degree from Hospitality related program is an asset.
  • Be able to stand for prolonged periods of time.
  • Speaking additional languages is an asset.

Remarks:
This is only a rough guideline, additional duties may be added at anytime due to any
circumstances.

General Behavior
His/her behavior and personal appearance will always be geared to the objective of being an
example to all other staff within the Hotel. He/she will strive to use a polite language and
well-groomed behavior in his/her relation with the Hotel guests, colleagues and staff.


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