Guest Services Supervisor
Fairmont Hotels & Resorts
Royal York, Toronto, Canada
4d ago

Summary of Responsibilities :

Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following :

  • Responsible for day to day organization of guest inquires, information availability, door and bell team’s structure, and overall guest satisfaction at the point of entry / departure as well as throughout the stay.
  • Executes initiatives to promote and achieve service goals and standards with ultimate goal of surpassing VOG Service Goals for the hotel
  • Focuses on Colleague Engagement Initiatives through team building, recognition, problem resolution and providing all necessary tools for colleagues to achieve annual Colleague Engagement Survey Goals
  • Completes Daily Payroll and biweekly payroll summary in ADP
  • Conducts daily shift briefings with all scheduled colleagues within bell and door teams to highlight the days expected business levels, noteworthy functions and daily service reminders
  • Completes weekly scheduling while maintaining expected labour standards as determined by Watson Labour Management Tools
  • Assists the Guest Services Leadership Team to train and develop colleagues in such a manner as to ensure the highest level of guest service and satisfaction.
  • Monitors and develop colleague performance by assisting the Guest Services Manager to complete annual performance reviews and quarterly professional development interviews
  • Ensure that Bell Captains Desk as well as Front and East doors are covered at all times, matching the traffic flow and service colleagues in conjunction with labour guidelines.
  • Assist the Guest Services Manager to oversee and foster a team spirit amongst all Guest Services colleagues.
  • Ensures awareness of all hotel activities and services in addition to key city events
  • Oversees the lobby area for cleanliness, maintenance, security and functionality.
  • Responds to all emergencies involving the hotel or its guests, utilizing developed emergency procedures.
  • Keep accurate records of deliveries and events in the designated logs.
  • Assist the Guest Services Manager to encourage colleagues participation in special events.
  • Works closely with the Bell Captains and ensure smooth shift changes.
  • Assisting with house car responsibilities
  • Other duties as assigned by the Guest Services Manager.
  • Qualifications :

  • Solid knowledge of Front Office & Guest Services Procedures
  • Minimum of two years previous Guest Services and / or Front Office supervisory experience
  • Strong ability to work effectively within a dynamic management team with shared responsibilities
  • Highly organized, career and result oriented with the ability to be flexible with hours and days off
  • Must be able to work well under pressure in a fast-paced and constantly changing environment
  • Previous working knowledge of Property Manager, Microsoft Office, ADP Payroll Systems and Watson Labour Management an asset
  • Strong Guest Service orientation
  • Proven commitment to health and safety
  • Knowledge of unionized work environment.
  • Excellent interpersonal skills with strong written verbal communicational abilities
  • Adhere to time lines
  • Strong managerial skills with a record of positive people skills, team leadership abilities and proven guest service record
  • Second or third language an asset.
  • Valid Driver’s License
  • Physical Aspects of Position (include but are not limited to) :

  • Frequent standing and walking throughout shift
  • Occasional kneeling, pushing, pulling, lifting
  • Occasional ascending or descending ladders, stairs and ramps
  • Visa Requirements : Must already be legally permitted to work in Canada.

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