Front Office Supervisor

ABOUT THE SOHO

The luxury of space is central to the promise of an unrivaled experience at SoHo Hotel Toronto.

The SoHo Hotel Toronto, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the City of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Every aspect and detail of SoHo Hotel Toronto's accommodations have been fashioned for our guests' comfort and pleasure, from exquisitely comfortable furnishings and state-of-the-art technologies to the stunning views and second-to-none amenities and services.

The SoHo Hotel Toronto offers 89 redesigned rooms and suites featuring an 80 sq. ft. dressing area, marble bathrooms, and heated floors provide a space for guests to relax, rejuvenate, work or to celebrate a special occasion. Our rooms and suites are double the size of other luxury hotels in Downtown Toronto.

The SoHo Residences Apartment Hotels Toronto, Ottawa Lisgar, and Ottawa Champagne consist of luxurious apartment units for comfort and practicality, perfect for extended-stay and with unlimited experiences right outside their doorstep.

THE SOHO CULTURE

As a luxury boutique hotel and residences, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcomes culture from all background and experience. We are a growing and dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company culture is to take care of our team, our guests, and the community.

S ervice - we believe hospitality is an art

O wnership - we pride ourselves on accountability

H onor - we respect all guests, team members and the community

O riginality - we celebrate and encourage authenticity

We welcome you to be part of our petite yet connected team of the SoHo family.

THE POSITION

The Front Office Supervisor position primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to front desk and housekeeping staff when needed. The ideal candidate must act as a role model for the team, sharing expertise and knowledge while continually inspiring the front desk associates, with an upbeat, energetic, and motivating personality.

The position will be directly reporting to the Director of Operations and other managers of the front office, working alongside with Night Auditors, Concierge team, and receiving requests from other departments and guests.

This role requires in the SoHo Hotel Toronto office located at 318 Wellington Street, Toronto, Ontario, on fluctuating schedule. Schedules are assigned weekly, with a mixture of morning, evening, weekdays and weekend shifts.

DUTIES & RESPONSIBILITIES

• Always ensure outstanding customer service.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Support and assist team members in handling guest inquiries and requests and in resolving guest complaints.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
• Build strong relationships and liaise with all other departments, especially housekeeping, reservations, engineering and concierge etc. .
• Takes responsibility in the absence of Manager on Duty.
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
• Ensure accuracy of billing and payment processes.
• Monitor and review guest feedback and follow through.
• Monitor staff performance and provide feedback.
• Able to make reasonable and professional decisions.
• Act as a role model, sharing your expertise and continually inspiring the front office team.
• Performs other duties as assigned, requested or deemed necessary by management.

QUALIFICATIONS & REQUIREMENTS

• 2-3 years' front office supervisory experience in a 4-star hotel property.
• Flexible to work weekdays, weekends, and statutory holidays.
• Experience and knowledge in hotel PMS (Opera Cloud PMS experience preferred).
• Knowledge of Preferred standards is an asset.
• Friendly and outgoing personality, with an outstanding level of customer service and interpersonal skills.
• Excellent and professional communication and writing skills.
• Must have clear and concise written and verbal communication skills with front office team, management, and other departments.
• The candidate must be punctual, well organized and have a keen eye for detail.
• Excellent problem solving, reasoning, motivating, organization, leadership, and training abilities.
• Exceptional organizational skills and time management skills.
• Must be friendly and committed to a high level of guest service.
• Fluency in several languages an asset.
• The ability to handle confidential information.
• Must be able to demonstrate team-building experiences, build morale and spirit within the department.
• The ability to work efficiently independently, with minimal supervision, as well as with others.
• Demonstrated proficiency in Microsoft Word and Excel.
• Ability to multitask and meet assigned deadlines.
• Displays a professional positive attitude, maintains enthusiasm, and celebrates success.
• Must be able to stand for long periods of time.

COMPENSATION & BENEFITS

• Employee social events.
• Birthday & anniversary day recognition (restrictions apply).
• Discounted on-site parking.
• Meals allowances (restrictions apply).
• Health benefits (restrictions apply).

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The SoHo Hotel Toronto is an equal opportunity employer that is committed to inclusion and diversity.

We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.

Our company has an accommodation process in place for applicants with disabilities , in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Accommodation is available upon request at all stages of the recruitment and selection process.