Front Office Supervisor

ACTIVITIES:

• Direct and control the activities of the Front Office, Reservations, Guest Activities, and to ensure adherence to brand & Company standards, policies and procedures.


• Ensure that qualified personnel are selected, hired and trained in all areas of responsibility.


• Must ensure that all personnel are trained & kept well informed of department objectives and policies.


• Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards.


• Participates in the development of short-term and long-term financial and operational plans for the hotel which support the overall objectives of the Company.


• Assists General Manager with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.


• Maintains reservations systems such as Yield Management System and Property Management

System.

• Assists General Manager with the monitoring of the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Suggests and implements corrective actions.


• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Suggests and implements corrective actions.


• Creates an operating environment that assures consistent guest satisfaction. Ensures proper

handling of guest complaints.

• Ensures implementation of appropriate technology solutions to increase customer service and hotel revenues.


• Prepare all necessary forecasts; to work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Keeps all departments notified of any fluctuations in business levels, special guests, groups, etc.


• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.


• Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.


• Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.


• Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guests services while realizing full profit potential.


• Display a high degree of professionalism and integrity as befitting a member of management.


• Respond properly and take a supervisory role in any hotel emergency or safety situation, as well as ensure the proper control and instructions of said emergency procedures to the Rooms Division.


• Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, provincial or municipal authority.


• Ensures good safety practices of employees and guests, assisting in the maintenance of proper

emergency and security procedures.

• Ensures implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.


• Personal vehicle to travel locally or to other locations is a primary job duty


• As required of all hotel associates, assists any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.

Note: Other duties as assigned by supervisor or management

HEALTH & SAFETY RESPONSIBILITIES:

Because safety is a management responsibility, department managers are held directly accountable for safe work practices and control of physical hazards in their areas.

DUTIES AND RESPONSIBILITIES:

• Establish and enforce all safety policies and procedures. Correct any employee who is observed breaking a safety rule. Any employee who continues to violate safety rules should be disciplined immediately.


• Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately by completing a safety work order. Perform random checks on a monthly basis and report deficiencies to the appropriate personnel.


• Re-instruct all regular employees who develop unsafe work practices as soon as possible after such practices are observed..


• Insist on good housekeeping and enforce the “Clean as You Go” practice.


• Maintain active involvement in the accomplishment of the accident prevention and reduction objective. Take every precaution reasonable in the circumstances for the protection of employees.

COMPETENCIES:

• Strong background in the development & execution of business, marketing & sales plans & operating budgets.


• Proven track record in revenue management, exceeding market share and sales targets.


• Must be a results oriented, hands-on leader with high ethics, personal accountability and a proven track record of being an exceptional communicator, coach and mentor to ensure high performance and superior customer service delivery.


• Must be able to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives.

EDUCATION/EXPERIENCE:

Four-year college degree is preferred but not required and/or equivalent work experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement:         

Valid provincial driver’s license. 

Alcohol awareness certification.

Certifications as required by franchise. 

SKILLS:

• Analytical and problem-solving skills, developed through researching, evaluating and presenting arguments and data;


• IT skills to collect, analyse and present information in spreadsheets and databases;


• Oral and Written communication skills;


• Negotiation and teamwork skills, developed through working both independently and on group projects;


• Leadership and delegation skills gained through group work.


• Attention to detail;


• Planning and organizational ability;


• Customer Service skills;


• Ability to deal with all levels of management & staff in a professional manner.


• Strong Accounting knowledge


• Ability to work within deadlines.

RELATIONSHIPS:

Internal:              All hotel departments and employees: For leadership, communication and effective

operations.

External:              Account Executives: To promote business.

                                Hotel Guests: To retain business.                

WORKING CONDITIONS:

• Will be required to work nights, weekends and holidays


• Will be required to work in fast paced, stressful environment


• Will be required to be on call when away from work


• Ability to travel regularly/operate own vehicle