Front Office Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, Diamond Hotels Management Inc. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Guest Services Supervisor is responsible for, in conjunction with the Guest Services Manager, the coordination of day-to-day operations of the front desk to ensure that each guest has a comfortable stay, and that his or her needs are met while maintaining a motivated and empowered Front Desk team.
DUTIES & RESPONSIBILITIES: 
• Assist in achieving the departmental budgets for the Front Desk
• Monitor employee performance and service delivery to ensure it is aligned with Marriott Brand Service Standards and hotel policies.  Make recommendations to Manager regarding development, training, and corrective action 
• Perform all tasks of a Guest Service Representative 
• Ensure front desk area is clean and tidy at all times and ensure it is well stocked with stationary, maps, supplies, etc.  Order through GSM or AGSM if necessary.
• Ensure D172 report is handled accordingly while on shift
• Foster effective communication with all departments to ensure a positive guest experience as well as to ensure the health & safety of staff and guests
• Maintain information on prices, rates, specials, packages, programs, etc, and assist in ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Assist in recruiting and training front desk employees 
• Promote & champion the hotel's guest loyalty program
• Act as Manager on Duty when required and handle and solve any problems that may arise in the absence of Hotel senior management.
• Completion and distribution of weekly reports, forecasts, reservations, scheduling, and payroll input as required
• Promote teamwork, intercultural competency among team members, quality guest service through education, effective communication, and coordination with other departments
• Supports and promotes a culture of equity, diversity, inclusion, and ingenuity that respects and incorporates different perspectives in decision making

The above areas of responsibility are not all inclusive and may be amended from time to time

•    Completion of secondary school diploma plus additional post-secondary courses in a related area, or equivalent
•    Minimum 1-year front desk experience 
•    Previous supervisory experience preferred
• Must be flexible to work days, evenings, weekends, and holidays
• Excellent interpersonal and employee relations skills
• Strong decision making and problem-solving skills
• Ability to work under pressure while maintaining tact and diplomacy
• Must possess the ability to communicate effectively within a diverse team environment.
• Ability to work effectively and collaboratively in a multi-cultural environment with co-workers, managers, and guests.
• Posses a high degree of enthusiasm, initiative, and professionalism

This company is an equal opportunity employer.

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