Front Office Supervisor

Algonquin Resort•Ottawa, ON

9d•CA$50,000 - CA$54,000•Onsite

About The Position

The Front Office Supervisor is responsible for directing and controlling the activities of the Front Office, Reservations, and Guest Activities to ensure adherence to brand and Company standards, policies, and procedures. This role involves selecting, hiring, and training qualified personnel, ensuring they are well-informed of department objectives and policies, and maintaining the proper image with respect to grooming and uniform standards. The supervisor will participate in financial and operational planning, assist the General Manager with marketing, sales, and operational activities, and manage reservations systems. They will monitor hotel performance through guest satisfaction and financial reports, suggest and implement corrective actions, and maintain product and service quality standards. A key aspect of this role is creating an operating environment that ensures consistent guest satisfaction and proper handling of guest complaints, while also implementing technology solutions to enhance customer service and hotel revenues. The supervisor will prepare forecasts, work with various departments to maximize occupancy, rate, and revenue, and maintain strong inter-departmental relationships. Developing relationships with clients and guests for personalized service is also crucial. The role involves making suggestions for operational improvements, monitoring and analyzing payroll for the Rooms Division, displaying professionalism and integrity, and taking a supervisory role in emergency or safety situations. Understanding and ensuring compliance with government regulations affecting hotel operations is essential, as is promoting good safety practices and preventive maintenance programs. A primary duty includes using a personal vehicle for local or other travel, and assisting customers in a prompt, courteous, friendly, and helpful manner at all times. Other duties may be assigned by supervisor or management.

Requirements

Four-year college degree preferred but not required and/or equivalent work experience.
Valid provincial driver’s license.
Alcohol awareness certification.
Certifications as required by franchise.
Analytical and problem-solving skills, developed through researching, evaluating and presenting arguments and data.
IT skills to collect, analyse and present information in spreadsheets and databases.
Oral and Written communication skills.
Negotiation and teamwork skills, developed through working both independently and on group projects.
Leadership and delegation skills gained through group work.
Attention to detail.
Planning and organizational ability.
Customer Service skills.
Ability to deal with all levels of management & staff in a professional manner.
Strong Accounting knowledge.
Ability to work within deadlines.
Must be a results oriented, hands-on leader with high ethics, personal accountability and a proven track record of being an exceptional communicator, coach and mentor to ensure high performance and superior customer service delivery.
Must be able to delegate responsibilities, organize projects, and establish priorities consistent with hotel objectives.

Nice To Haves

Special consideration will be given to those who exhibit exemplary performance.

Responsibilities

Direct and control the activities of the Front Office, Reservations, Guest Activities, ensuring adherence to brand & Company standards, policies, and procedures.
Ensure qualified personnel are selected, hired, and trained in all areas of responsibility.
Ensure all personnel are trained & kept well informed of department objectives and policies.
Ensure the proper image is maintained by all Team Members with respect to grooming and uniform standards.
Participate in the development of short-term and long-term financial and operational plans for the hotel.
Assist General Manager with the execution of marketing, sales, and operational activities.
Maintain reservations systems such as Yield Management System and Property Management System.
Assist General Manager with monitoring hotel performance through guest satisfaction systems and financial reports, suggesting and implementing corrective actions.
Maintain product and service quality standards by conducting ongoing evaluations and investigating complaints, suggesting and implementing corrective actions.
Create an operating environment that assures consistent guest satisfaction and ensures proper handling of guest complaints.
Ensure implementation of appropriate technology solutions to increase customer service and hotel revenues.
Prepare all necessary forecasts; work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
Keep all departments notified of any fluctuations in business levels, special guests, groups, etc.
Establish and maintain close working relationships with all departments of the hotel.
Develop relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service.
Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
Monitor and analyze the payroll for Rooms Division to ensure maximum effectiveness towards guests services while realizing full profit potential.
Display a high degree of professionalism and integrity.
Respond properly and take a supervisory role in any hotel emergency or safety situation, and ensure proper control and instructions of said emergency procedures to the Rooms Division.
Understand government regulations affecting hotel operations and ensure compliance with all applicable laws, ordinances, regulations, and requirements.
Ensure good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
Ensure implementation of applicable preventive maintenance programs that protect the physical assets of the hotel.
Use personal vehicle to travel locally or to other locations as a primary job duty.
Assist any customer or potential customer in a prompt, courteous, friendly, and helpful manner at all times.
Establish and enforce all safety policies and procedures.
Correct any employee observed breaking a safety rule and discipline employees who continue to violate safety rules.
Detect and eliminate, or report for correction, all physical hazards and unsafe conditions immediately.
Perform random safety checks on a monthly basis and report deficiencies.
Re-instruct all regular employees who develop unsafe work practices.
Insist on good housekeeping and enforce the “Clean as You Go” practice.
Maintain active involvement in the accomplishment of the accident prevention and reduction objective.
Take every precaution reasonable in the circumstances for the protection of employees.