Front Office Supervisor

Position Summary

The Front Office Supervisor is a social and interactive position at the Aloft Vaughan Mills and is crucial in setting the tone for everyone who walks through our door. Our Reception environment leads the way for a guest’s experience and provides the always-important first impression. Working collaboratively with the Front Office Manager, the successful candidate will be responsible for supporting the daily operations of the Front Office team in our one-of-a-kind pretty incredible hotel. This individual will be responsible for providing support and training to the team in guest-related and rooms operations, both during the day, afternoon, and night shifts (when-needed). This role requires an individual who thrives on working rotational shifts.

Job Description

• Assists the Front Office Manager with scheduling, payroll, coaching, performance management, hiring, performance reviews and training for all of Front Office team members
• Understands and comply with all health and safety rules, regulations, and laws. Report unsafe acts or hazardous conditions ensure department equipment is maintained and operated in a safe manner
• Acts as a health and safety leader in the property, report all workplace incidents/accidents or near misses, role model wearing all Personal Protective Equipment required, and participation in fire safety plan
• Performs other duties as assigned including assisting team members with their roles during peak periods.
• Excellent written and verbal communication skills are essential
• Computer literate in property operating systems such as Light Speed, MGS,GXP as well as being proficient MS Office (Word, Excel, Power Point) is an asset
• Ability to work flexible shifts which may include but not limited to days, evenings, overnights, weekends, and holidays as required by management and the operations.
  
  

Key Responsibilities

• Report to the Front Office Manager
• Ensures a smooth operation of the Guest Services in the absence of the Front Office Manager
• Acts as a role model in the service vision and standards to Front Office Team
• Supervises the registration and check out of guests including processing customer payments, and supporting team members as necessary
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance
• Verifies that accurate room status information is maintained and properly communicated
• Resolves guest problems quickly, efficiently, and courteously
• Process the night audit and reconciles all accounts and ledgers when needed
• Required to have general knowledge of Standards of Operation regarding Guest Services, Lobby/Reception, General Administration and Emergency Preparedness
  
  

ENVIRONMENTAL FACTORS

Work varying shifts (morning, afternoon, evening, weekends, holidays, and some overnights)

Swift strategic thinking while under pressure to provide exceptional service to guests and team members.

Requirements

• Minimum two years Guest Services or hospitality experience
• Previous supervisory responsibilities preferred in a customer facing and/or hospitality position
• Highly interpersonal; comfortable engaging with all guests, visitors, vendors, and team members
• Thrives in a fast-paced high-pressure environment-maintaining composure and objectivity
• Demonstrated ability to interact in a team environment with several divisions/departments