Front Desk Supervisor
WHG Hotels & Resorts - West Kelowna, BC

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Key Responsibilities:
Supervise and monitor the daily activities of colleagues and guests while working closely with the Front Desk and Switchboard team
Ensure the arrival and departure experience of all guests is seamless through coordination of our market mix and VIP's
Lead, teach, coach, and inspire the Front Desk and Switchboard team to turn moments into memories for our guests
Empower colleagues to appease any guest service challenges and ensure all guest issues are tracked and followed up on to ensure service recovery
Participate in FD agent mentorship program meeting with agents in a 1 on 1 basis to foster their development as well as conducting regular performance evaluations
Develop and maintain standards for the department, while adhering to corporate core standards
Ensure a safe environment for our guests and colleagues by adhering to the hotel's Health and Safety policies
Promote understanding of the hotel's Emergency Procedures
Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment, and positive employee relations
Understand and promote the Hotel's vision, leaders’ job results list, and departmental vision
Carry out performance management consistently with the standards set out by the Department Head and Human Resources
Ensure that the Front Desk and Switchboard team have the supplies needed to perform their duties
Consistently exceed guests' and colleagues' expectations by providing personal and attentive service and follow-up to ensure needs were met and/or all concerns were resolved to their satisfaction in a timely manner
Ensure the cleanliness and maintenance of all equipment at the Front Desk and Switchboard
Communicate and liase effectively with other leaders in the department and hotel
Review schedules regularly to ensure maximum productivity while ensuring excellent guest service
Ensure smooth shift changes with proper pass-on to the next shift
Energize our brand by promoting our guests loyalty program,
Maximize our brand by promoting our upsell program and managing guest appeasement's
Stay current on industry/competitive trends and make recommendations for improvements
Raise Environmental awareness among the Front Desk and Switchboard team by supporting and contributing to hotel and departmental initiatives
Support and contribute to our Company’s and departmental initiatives to raise moral and recognize our colleagues including participation in staff activities
Other duties as assigned by the Front Desk and Front Office Manager

Preferred Knowledge & Experience:
Previous experience in a Hotel Front Office, Supervision capacity preferred
Excellent knowledge of Micros-Opera PROPERTY Manager, word and excel
Career minded with strong personal initiative with a desire to achieve results above expectations
Highly organized, results-orientated with the ability to be flexible and work well under pressure in a fast paced, changing environment
Strong leadership skills, able to lead colleagues to achieve the departments vision and goals
Able to complete many diverse tasks concurrently
Graduate of Hotel Management or Hospitality program a definite asset

Rate of Pay:
Starting rate of pay: Salary based on Experience


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