Guest Services Supervisor
Canad Inns
Winnipeg, MB,Canada
3d ago
source : MNC Jobs

Job Description

PURPOSE : TO CREATE 100% GUEST SATISFACTION BY PROVIDING EXCELLENT CUSTOMER SERVICE AS A LEADER

Areas of Responsibility :

Creates 100% guest satisfaction by providing Canad Four Star Service and by exceeding guest expectations

  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
  • Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee
  • Performs other duties as required to provide Canad Four Star Service
  • Receives and processes incoming customer reservations

  • Greets customer and finds out what they want (dates, times, type of rooms, etc.)
  • Offers alternative room types, rates and packages to the customer
  • Records reservation information accurately; identifies and records group and transient book codes and special requests
  • Identifies commissionable reservations and secures required information
  • Records and processes deposit and billing information
  • All other duties as required
  • Maximizes occupancy and average rate by offering a variety of rates and promotional packages and by helping to maintain accurate occupancy forecasts

  • Utilizes suggestive selling techniques as appropriate
  • Adheres to rate control procedures based on availability and forecasted occupancy
  • Informs supervisor of potential sell out dates so rate restrictions can be adhered to
  • Records requests for special accommodations and suites
  • Success Factors :

    Focus On the Guest Seek to understand the (internal / external) guest and meet the needs of both the guest and the company.

    Attend to Detail Ensure that work is accurate, thorough and to the highest standards.

    Communicate Effectively Clarify and provide information so that coworkers, guest, and suppliers understand and can take action.

    Take Responsibility Demonstrate personal ownership of tasks and follow through to get the required results.

    Fosters Teamwork Work well in a team environment and motivate teams to sustain exceptional levels of performance.

    Build Strong Relationships Foster trust and cooperation among coworkers, customers, and suppliers; develop and sustain personal contact in order to provide mutual benefit.

    Key Skills and Requirements :

    Technical Service Skills Demonstrate understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping, etc.)

    Point of Sale Skilled in utilization of point of sale systems and / or other back-of the house systems.

    Up-selling Know the available products and services and suggest alternatives.

    Reservations Process Understand the reservations process including the role of the Infinity, distribution channels and reservations flow.

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