Front Desk Supervisor

Red Deer Resort & Casino•Red Deer, AB

47d•Onsite

About The Position

Under the direction of the Rooms Division Manager/Front Office Manager, the Front Office Supervisor supports the operation of the entire Front Office Department, Club Lounge and Reservations team while liaising with sales & catering, housekeeping, maintenance, and accounting in the successful implementation of the hotel’s policies and procedures. The Front Desk Supervisor must ensure a high level of customer service at all times, maintain a friendly disposition, and resolve escalated issues from customers. This position will act as a role model, sharing expertise and knowledge with the Guest Service Agent.

Requirements

2 or more years of working in a hotel or related experience is preferred
1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
Experience in all aspects of customer service
Minimum 1 year of management/supervisory experience
Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
Exceptional conflict resolution, negotiation, and objection-handling skills
Able to respond quickly in a dynamic and changing environment
Able to build and maintain lasting relationships with corporate departments, key business partners, and guests
Able to effectively communicate both verbally and in writing, in English.
Knowledge of using Computer and MS Office Applications
Must have effective time management skills and be able to work in a fast-paced environment with multiple interruptions
As a condition of employment, associates are to have a criminal record check prior to their first day of work

Responsibilities

Supervise and lead the front desk team, ensuring efficient operations and exceptional guest service.
Train and mentor front desk staff, providing ongoing guidance and support.
Handle guest inquiries, complaints, and special requests, resolving issues promptly and effectively.
Monitor guest satisfaction levels and implement strategies for improvement.
Maintain accurate records of guest interactions, transactions, and room availability.
Oversee the check-in and check-out process, ensuring accuracy and efficiency.
Assist with cashiering duties, including handling payments, reconciling accounts, and maintaining cash handling procedures.
Collaborate with other departments to ensure seamless guest experiences.
Works with the reservation department, ensuring efficient and accurate processing of room reservations when needed
Train desk staff for reservations procedures, systems, and customer service standards.
Monitor and evaluate desk team performance, providing ongoing coaching and feedback.
Check reservation systems to ensure proper room inventory management and maximize occupancy.
Handle guest inquiries and assist with booking modifications, cancellations, and special requests.
Upsell room upgrades and additional services to maximize revenue.
Maintain knowledge of room availability, rates, and hotel packages.
Address any reservation-related issues or discrepancies if any promptly and effectively.
Perform other duties and responsibilities as assigned by the Front Office Manager. The role/duties may change depending on the needs of the operations, this may include other departments under the purview of the Front Office Department ie. club lounge and reservations.