Travelway Inn Sudbury - Guest Services Supervisor

Days Hospitality Limited Careers•Sudbury, ON

3d•Onsite

About The Position

Our philosophy is “to be great you need to have great people”. Accordingly, we are always searching for “great people”. If you thrive in a dynamic, entrepreneurial workplace we would be very interested in hearing from you. Every person that enters a hotel should be greeted and feel like a guest! This is YOU on your first day of work and every work day after that. You walk in with a smile, say hello to passing guests and acknowledge your colleagues perhaps with a smile, nod or salutation. You already have a feel for how your day is going to unfold based on the flow and noise level in the lobby and you aren’t even in uniform yet! You make your way to the employee change room and transform into your sharp, sophisticated look with your professional uniform, punch in at the time clock and energetically join your teammates at the front desk. You may be preparing to join a shift or complete a relay handoff of what has occurred during the previous shift to take over the helm. Regardless of the time of day or length of shift you are ready to meet every guest with exceptional service and care! In the mornings we focus on guest check outs; most importantly we take every opportunity to ask our guests what was great about their stay with us and if there is anything we could have done better. The more intelligence we have the better we can serve our guests in the future. The front desk is the focal point of the operation however, we can’t do it alone. Throughout the morning and day you will be in constant communication with your supporting departments, housekeeping, maintenance and food and beverage if applicable. Did you know that some guests leave the hotel and don’t even stop by to say good bye and some well, they might oversleep due to our super comfy beds and you may have to remind them they are due to leave today!! I see a “late check out” call to Housekeeping in the future! You will work with all departments to ensure any room that is available is clean, well maintained and ready for the next guest and at the same time keep the guests that are staying with us happy! You understand that the cleanliness of the hotel is a key to give a good impression to our guests. Walking through from the guests’ floors to the public area, you will ensure the safety and cleanliness of the hotel. You check the arrival list to see if we have special requests from guests or additional service for our loyal guests. You verify that those requests are fulfilled and prepare a welcome back basket for a special, return guest. You lead by example on all reservation inquiries, being courteous, efficient and using your sales techniques to sell the right room, at the right rate. You may be welcoming a family on vacation, be the initial impression for the kick off of a business trip or be comforting a guest travelling for an emergency or medical treatment. You encourage your team members to get to know our guests at check-in and pick up on their behaviours during their stay. You and your team members are always happy to assist our guests and look for opportunities to “wow” them! You may have to juggle some of those talents you have, make sure they know all the amenities the hotel has to offer, maybe find them directions, or give a recommendation for great place to dine or explore. You look for things that need to be corrected and communicate those opportunities through appropriate channels. By the time you leave, you are more than satisfied that your guests are all taken care of and ready to have the best stay possible.

Requirements

Some experience in similar position in guest/customer service
Team oriented and guest focused individual
Flexibility to work a variety of shifts
The understanding that SERVICE is the key to any successful business

Responsibilities

Supervise daily shift process ensuring all team members adhere to standard operating procedures
Stay one step ahead of guest’s needs including and not limited to recording and acting on their preferences, handling their messages, requests, questions and concerns
Train, resolve issues/problems, coach and counsel the front desk team members to ensure a quality operation
Answer calls with a warm welcome and swiftly transfer them to the appropriate contact or assist them with their needs
Maintain a calm and welcoming demeanor while multitasking to handle guest interactions at the same time as in coming calls and daily tasks
Listen respectfully when guests have complaints. Empathize and work with the guest in an efficient manner to come to a resolution or loop in a manager if necessary to ensure the guest has a satisfactory resolution to their complaint
Follow all company and brand standards to sell the property and services available including and not limited to using the top down approach to room reservation sales, up selling amenities when applicable, filtering sales leads to the sales department and promoting alternate department sales opportunities such as food and beverage