Overnight Guest Experience Supervisor (Full-Time) - Civic Hotel

Century Group • Surrey, BC

24d

About The Position

Civic Hotel, Autograph Collection, is a bold landmark that merges BC’s artistry, culture and flavours with the spirit of entrepreneurial discovery — an independent, boutique hotel located in the heart of Surrey City and next to Surrey Central SkyTrain Station.
Civic Hotel proudly stands at the intersection of now and next, the great city center’s icon.
Why Join Our Team?
Civic Hotel offers our team members a variety of benefits, including competitive wages, extended health and dental, wellness spending account, generous hotel and food discounts at thousands of Marriott global properties, and the ability to advance your career through training and development opportunities! As a part of Century Group, career growth opportunities are available within other areas of hospitality and expand across a diverse group of companies and corporate divisions. Apply now to discover your next career move!
Role Summary
Reporting to the Front Desk Manager, the Overnight Guest Experience Supervisor will deliver a flawless, innovative and unique guest experience.

Requirements

• A degree in Hotel & Restaurant Management is preferred, with a minimum 1 year of previous experience at the Front Desk of a boutique, premium or luxury hotel setting.
• Knowledge of Front Desk / Housekeeping and overall hotel policies and procedures.
• Proficiency in computer applications such as but not limited to Google Workspace (Docs, Sheets, Slides, Gmail etc)
• Must have a flexible schedule and be available to do day shift coverage as required.

Nice To Haves

• Experience with Opera, EMPOWER/GXP, KIPSU is an asset.

Responsibilities

• Lead overnight hotel operations by ensuring all guest interactions reflect exceptional service standards, and promptly resolving guest inquiries, concerns, and operational matters throughout the shift.
• Adhering to creating exemplary guest experiences in accordance with Marriott MI Health Check Standards.
• Empathizes and listens to guest concerns and empowered to resolve guest issues satisfactorily.
• Answer guest phone calls and provide assistance with a range of inquiries, including reservations, wake-up call requests, billing questions, and information related to events and ballroom spaces.
• Completes the overnight task list including but not limited to reporting, preparation of daily hotel information and billing checks.
• Managing and following up on billing discrepancies, including reviewing and adjusting transactions to ensure accuracy and guest satisfaction.
• Responsible for cash drawer contents and transactions during shifts with appropriate reporting.
• Handles and collaborates with the rest of the hotel team to ensure guest requests are anticipated by using an electronic tool/ device to communicate with other departments as needed.
• Works in conjunction with hotel security officers to respond to disturbances in guest rooms, medical emergencies, undesirable guests and including overall safety and security throughout the hotel.
• Speaks clearly and distinctly in a professional, friendly and effective manner with guests and the team by using proper email/telephone/radio etiquette at all times.
• Assists in reporting service concerns and informs leaders as required.
• May act as a Bell/ Concierge/ Valet ambassador as required.
• Handles confidential information, including guest records, with a high degree of integrity and privacy.
• Knowledgeable and must act calmly when receiving an emergency call, reporting to Security, Fire & Life Safety Office for assistance and documentation.
• Reports any accidents, injuries, unsafe work conditions to Front Desk Manager or Director of Operations.
• Is able to work well with others to maintain positive working relationships.
• Must be actively involved in hotel initiatives to drive revenue and guest satisfaction and Marriott Bonvoy
• Must be able to identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest.
• Helps achieve departmental goals and contributes ideas for better guest satisfaction, colleague relations and revenue enhancement by exemplary service.
• Ensures the lobby, front desk and all public areas are clean, tidy and well maintained.
• Performs any other duties as assigned by management.

Benefits

• competitive wages
• extended health and dental
• wellness spending account
• generous hotel and food discounts at thousands of Marriott global properties
• the ability to advance your career through training and development opportunities!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees