Front Office Supervisor

Concord Hospitality Enterprises•Calgary, AB

9d•Onsite

About The Position

We are hiring a Front Office Supervisor! At the Element by Westin Calgary Downtown, we believe our employees are the heart and soul of our guest experience. We are committed to fostering a culture of inclusivity, innovation, and personal growth. By joining our team, you’ll be part of a dynamic environment that values sustainability, wellness, diversity, and a passion for excellence. Element by Westin Calgary Downtown is an all-suite hotel located in Calgary’s vibrant west-end focused on the wellness of our guests and associates alike, with features like an extensive fitness center, healthy breakfast options and our explore-ready Bikes to Borrow program. Our pet-friendly hotel offers suites with fully equipped kitchens, ideal for longer stay guests. In our lobby, you’ll find Wander Café, a relaxed and airy local hangout, while the 12th floor offers Bow & Bend, our signature restaurant and lounge featuring a scenic rooftop patio. Are you ready to join a fresh, fun team determined to provide meaningful, personalized experiences? We are in search of an engaging & inspirational Front Office Supervisor. Working at the front desk means you are the hub of the hotel where the most interaction with our guests occur. As the Front Office Supervisor, you are vital to the leadership of the department, leading associates to form a cohesive team focused on providing our guests with service excellence, while maintaining all brand and Concord standards.

Requirements

An experienced professional with a minimum of two years’ experience as a supervisor or team lead, in a similar sized hotel property.
A Hospitality or Tourism program graduate or degree holder.
Someone with an outstanding work ethic, along with a track record of reliability, punctuality and an approachable demeanor, and a strong commitment to Safety.
Someone who has solid leadership skills, adept at training, coaching and motivating a team.
An exceptional problem-solver, knowing how to troubleshoot and resolve situations efficiently.
Agile, able to shift priorities as needed, including handling guest or associate situations that may occur, covering shifts as necessary.
Able to work well under pressure and enjoy a fast-paced environment.
An excellent communicator who values teamwork and collaboration.
Able to work a variety of shifts, including mornings, evenings, weekends and holidays.
Physically able to frequently stand, sit, walk, bend, stoop, kneel, push, pull, crouch, and lift or carry objects up to 40 pounds or more, such as guest luggage or packages.

Responsibilities

Always provide the highest quality of service to our guests and associates alike, setting a shining example for our team.
Check guests in and out efficiently and in a friendly manner.
Handle guest mail and messages per established procedures.
Develop a thorough knowledge of hotel associates, room locations, room rates, amenities, and selling strategies.
Take reservation requests efficiently.
Answer switchboard in accordance with standards of proper telephone etiquette.
Block rooms and handle special requests.
Handle safe deposits by guests per established procedures.
Keep lobby and desk area clean and presentable.
Have a thorough knowledge of emergency and security procedures.
Assist in training and mentoring Front Desk associates to improve their skills and knowledge.
Provide ongoing coaching and feedback to team members.
Open and close shift, making cash drops.
Ensure all credit cards, cash and change funds are balanced throughout each shift.
Inform management of any guests or systems related complaints or problems.
Understand and update the team on all details of any changes to special promotional programs.
Works closely with the Valet team to ensure smooth handling of guest luggage, deliveries and special requests.
Practice safety standards at all times, leading by example.