Guest Services Supervisor

The Ontario Restaurant Hotel & Motel Association (ORHMA) is dedicated to fostering excellence across Ontario's vibrant hospitality sector. We are currently seeking a dynamic and guest-focused individual to join a leading hotel as a Guest Services Supervisor. This pivotal role is essential for creating an exceptional guest experience, ensuring seamless operations, and nurturing a positive, high-performing team environment.

Key Responsibilities:

• Lead the front office team to deliver superior and efficient guest service.
• Optimize staffing levels and daily operations to meet business demands and maximize occupancy.
• Resolve guest issues promptly and professionally, ensuring satisfaction.
• Foster and maintain a safe and secure environment for both guests and team members.
• Cultivate strong inter-departmental collaboration to enhance overall guest satisfaction and operational harmony.
• Manage labor costs and departmental productivity effectively to achieve budget goals while delivering exceptional guest experiences.
• Actively participate in departmental meetings and relevant hotel events.
• Build strong relationships across departments, providing interim leadership and support as needed to maintain service excellence.
• Contribute to team development through recruitment, interviewing, selection, and comprehensive training.
• Ensure the front office team is fully trained and equipped with necessary resources for success.
• Oversee essential front office administration, including payroll, scheduling, and reporting.
• Assist in budget preparation and diligently monitor revenues and expenses.
• Execute Guest Services Representative duties, including check-ins, check-outs, switchboard operations, and reservations.
• Uphold all company standards, policies, and procedures.
• Oversee and implement emergency and evacuation procedures to ensure guest and employee safety.
• Fulfill Manager on Duty responsibilities comprehensively.
• Undertake additional duties as assigned by the General Manager to support hotel operations.

Requirements & Qualifications:

• University degree or college diploma in hotel management.
• Minimum of 2 years of supervisory experience in a Front Office role.
• Current First Aid & CPR certification.
• Highly organized, adaptable, and able to perform effectively under pressure.
• Strong leadership, interpersonal, and communication skills.
• Excellent listening and guest service capabilities.
• Proven ability to motivate and lead colleagues effectively.
• Knowledge of Opera, Micros, and Microsoft Office is an asset.
• Flexibility to work a varied schedule including weekends, evenings, and holidays.

Benefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

We invite dedicated and passionate hospitality professionals to apply and become a part of a team committed to delivering exceptional service and creating memorable guest experiences. Join us in shaping the future of hospitality!