Front Desk Supervisor

Holiday Inn & Suites Moncton, part of DP Murphy Inc, is looking for a full-time Front Desk Supervisor to join our award-winning team. If you would enjoy working in the best work environment in the city, have the ability to identify and resolve guest-related concerns, and are adaptable to changing demands, this opportunity will allow you to grow and develop your skills!

The Front Desk Supervisor is responsible for supervising a team of Guest Service Agents to ensure efficient and smooth front desk operations in order to produce excellent guest feedback through superior customer service. Responds in a professional and courteous manner to all guests, providing accurate and timely information and services.

As the Front Desk Supervisor, you will act as a role model, sharing your experience and continually inspiring the front office team to go above and beyond.

Essential Functions

1. Ensure outstanding customer service to all guests through leadership and mentoring of Guest Service Agents.
2. Courteously and accurately answers all inquiries from potential guests and hotel staff.
3. Supervise daily shift process, ensuring all team members adhere to standard hotel procedures.
4. Train and direct team members to the standards and procedures of the hotel. Resolve issues, coach, and encourage the front desk team in order to ensure quality operation.
5. Resolve guest issues, complaints, and problems in a quick and efficient manner in order to maintain a high level of customer satisfaction.
6. Allocate and assign guest rooms based on guest requirements and special requests.
7. Build strong relationships with the various departments within the hotel in order to ensure unhindered communication.
8. Ensure front office and hotel log books are updated and actioned as needed.
9. Assist all departments in servicing hotel guests during high volume periods.
10. Take responsibility in the absence of the Guest Services Manager.
11. Maintain the highest level of customer service and display professionalism at all times.
12. Ability to maintain confidentiality of hotel guests and pertinent hotel information.
13. Must have a comprehensive understanding of hotel emergency procedures.
14. Additional tasks as assigned.

Competencies

• Able to work as a team player.
• Highly organized and time-efficient.
• Related experience with Front Desk operations an asset.
• High proficiency in operation of computers.
• Able to handle difficult situations, accommodate special requests.
• Professional in appearance and demeanor.
• Excellent communication skills.
• Able to maintain a flexible work schedule, including evenings, weekends, and holidays.
• Able to work effectively in a fast-paced environment with minimal supervision.
• Criminal Background Check Required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Types: Full-time, Permanent

Pay: $16.00-$17.00 per hour

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• On-site gym
• On-site parking
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Morning shift
• Night shift

Ability to commute/relocate:

• Moncton, NB: reliably commute or plan to relocate before starting work (required)

Work Location: In person