Job Summary :
Reporting to the Guest Service Manager, the Guest Service Supervisor is responsible for ensuring the highest level of guest service and that standards are maintained for all positions within the Front Desk, Reservations, Concierge, Bell / Valet, and Night Audit while on duty.
The Guest Service Supervisor also serves as a resource to the Front Office operations by providing assistance and direction as needed.
Description of main tasks
Responsible for the Front Desk, Reservations, Concierge, Bell / Valet, and Night Audit while on duty ensuring a smooth operation and the highest level of guest satisfaction.
Coaches and mentors employees. Creates an environment that allows employees to achieve job fulfillment.
Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement.
Effectively maximizes inventory levels during high occupancy / sold out nights.
Manage 3rd party website bookings and inventory levels
Knows all procedures for emergency and general crisis situation management.
Maintains a high level of professionalism in all aspects of job performance.
Consistently demonstrates a commitment to personalized guest service excellence.
Complies with the Le Germain Hotel policies, procedures and code of ethics.
Performs any and all other tasks which are assigned by management.
Requirements of the position
Excellent customer service and experience
Pleasant, courteous, empathetic, fast acting, professional, discreet, friendly
Strong communication skills
Demonstrate organization and multi-tasking abilities
Minimum of 1-2 years of previous hotel experience
Strong computer knowledge (experience with Opera PMS program an asset)
Able to work in a team environment
Hospitality or tourism diploma / degree an asset
Excellent English oral and written. A second language (preferably French) is an asset
Be able to work days, evenings, weekends and holiday shifts