The Front Office Supervisor is to supervise the operations and personnel of the Front Desk, including Guest Service Agents, Switchboard, Door persons, and Bell Desk functions. The incumbent co-ordinates Front Office activities: maintains the highest occupancy possible; resolves problems arising from Reservations and room assignment; handles special requests and inquiries to ensure that customer care and service are highest priorities for all team members. In addition, this individual ensures the smooth and efficient operation of the Front Office, as well as, organizes and cross-trains a team which can interchange duties.
POSITION DUTIES AND RESPONSIBILITIES:
- Ensures all services rendered to the Hotel guests are being performed promptly and efficiently to provide exceptional customer service.
- Ensures day-to-day efficiencies of the department by planning and administering duty rosters, team member training and evaluation of their performance.
- Maintains Log Book of unusual/irregular activities and reports same to the Front Office Manager/MOD.
- Ensures all job functions are performed to the standards as set forth by Hilton and management.
- Keeps next shift supervisor informed of pending matters/cases that require follow up action.
- Acts as backup for Guest Service Agents, Switchboard as required.
- Communicates information and maintains positive relationships with all other departments of Hotel, Spa and Club.
- Understands the application of emergency procedures and carries out these procedures accordingly.
- Provides on the job training for Guest Service Agents.
- Ensure that daily shifts are handled and managed properly, including adequate staffing levels.
- Maintains all log books for the shuttle service.
- Communicates daily with Front Office Manager and obtains updates of operation on a daily basis.
- Handles and resolves all guest complaints in a professional, courteous and timely manner, following up with guests to ensure their complete satisfaction.
- Monitors the accuracy and efficiency of Guest Service Agents every shift.
- Attends to Hilton Hhonors requirements.
- Allocates room assignments according to requests.
- Blocks rooms and ensures all billings are in place for groups.
- Conducts daily briefing to Guest Service Agents on a shift basis.
- Performs all other duties as assigned by Front Office Manager.
- Ensures that team members have a safe working environment.
- Ensures that the Front Desk and lobby areas are clean and tidy.
QUALIFICATIONS:
- Post-secondary in hospitality or tourism is preferred
- 2 years of previous hotel front desk experience along with strong organizational skills and the ability to work independently
- Excellent verbal and written English skills are a necessity , secondary language an asset
- Experience with Hilton PEP system is an asset
- Able to make leadership decisions with regard to guest service and hotel issues independently
- Able to work well in stressful and high-pressure situations
- Excellent interpersonal, communication, and computer skills
- Willingness and ability to work a flexible schedule to meet business demands
- Proven ability to lead and motivate Team Members
Hilton Toronto/Markham Suites is an Equal Opportunity Employer and values diversity in the workplace. As such, all applicants that qualify will receive consideration for employment without regard to race, color, national origin, gender, age, religion, disability, sexual orientation, or any other status or characteristics protected by the Human Rights Code.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, and the Human Rights Code, Hilton Toronto/Markham Suites will provide accommodations to applicants with disabilities through the recruitment, selection and/or assessment process. Accommodations are available on request for candidates taking part in all aspects of the selection process. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require.
This job posting is for an active existing vacancy in the Front Office Department.
We would like to thank all applicants for their interest, however, only those who are legally eligible to work in Canada and those selected for an interview will be contacted.
