POSITION: Guest Service Supervisor

STATUS/LENGTH: Permanent Full-Time

SALARY/HOUR:

HOURS OF WORK: 40.00 per week

SUMMARY OF DUTIES:

Reporting to the Rooms Division Manager, this position is responsible for overseeing and supervising staff in all aspects of the department’s operations. Duties include reporting, data and system management to ensure revenues and occupancy is maximized while ensuring uncompromised guest experiences. Hiring and training of staff, ongoing liaison with hotel associates including sales, housekeeping, administration, and management this position will be a key member of the executive team.

GENERAL DUTIES:

· Assumes the day-to-day responsibilities for the department

· Participates in multi-disciplinary teams comprised of associates not only from the Guest Services Department, but from other departments and contacts outside the hotel related to operations and the guest experience

· Collection of data and reporting on the activities and performance of the department, relative to specified benchmarks which may include reporting on financial aspects of the departments’ operations

· Providing information and/or reports to the guests, associates, hotel brand related representatives outside agencies

· Active participation in evaluating internal processes and procedures to ensure that services are delivered in accordance with guidelines and in a cost effective, efficient and timely manner

· Manager on Duty (MOD) duties when required

· Conduct monthly team meetings to keep all desk associates up to date on all new policies, promotions, and procedures

· Participates in Executive team meetings

· Responsible for security of guests, fellow associates and hotel assets

· Performs additional duties as requested by the Rooms Division Manager to aid in better operation of the hotel and service to the guests

Qualifications:

· Demonstrated knowledge of the practices and theories normally acquired in a related field or an equivalent combination of relevant education and relevant work experience.

· A thorough understanding of customer service

· Previous management experience preferably in a hotel, hospitality, or tourism environment

· Proven knowledge of customer relations, guest services through extensive practical experience

· Effective communication, presentation, interpersonal and organizational skill

· Demonstrated ability to effectively manage and/or work with a multi-disciplinary staff, in a result oriented and predominantly fast paced environment.

· Lead teams and participate in team meetings

· Experienced in designing and delivering customer focused programs and services

· Ability to interact effectively with guests, management, peers, staff and the general public

· Thorough knowledge and understanding of policies, procedures, regulations and by-laws affecting the department/section

· Working knowledge of computer software applications as well as Microsoft Office, CRM’s and database management

· Ensure front desk operations are carried out within the systems and procedures required by the management company and brand specific standards

· Scheduling associates with efficiency, service standards and budgets in mind

· Knowledge of brand related hotel systems including PBX phone system, key system, PMS reservation systems. (Brand specific training will be provided)

· Knowledge of fire alarm system and evacuation procedures, CPR and MSDS trained

· Excellent working knowledge of basic accounting procedures relating to guest payment, credit card procedures, loyalty programs and guest accounts

· Familiarity and working knowledge of local area, the City of Hamilton and the surrounding area is an asset

· Supervise reservations, check-in and check out procedures

· Ensure the accuracy of housekeeping, maintenance, sales and other department reports, working

· Ability to communicate effectively; written, verbal, phone and face to face meeting situations

· Outgoing personality, organized, and detail oriented

· Flexible – able to work weekends, evenings, and some holidays

· Excellent work ethic; must be honest and work well with others

· Must have good cash handling skills

· Marriott or hotel chain working experience is an asset however, extensive training will be provided

· Demonstrated knowledge of health and safety regulations as it relates to the position will be considered an asset

· Demonstrated skills in database (CRM) applications, Microsoft Office including Word, Excel, internet considered an asset

This job Is ideal for someone who is:

• A hospitality professional with previous Marriott, Guest Service, or another related hotel experience
• Dependable, reliable, and detail-oriented
• Demonstrates integrity, honesty, and delivery of high moral and ethical principles
• People-oriented -- enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys work that requires change, new direction, can take on staff responsibilities and duties as needed
• Goal-oriented -- enjoys a challenge, thrives on results
• Independent – can work with little or no direction and well in a team environment
• Innovative – thinks “out of the box”, is creative
• Thrives in a high-pressure environment

Health & Safety:

The incumbent is required to work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton, corporate and departmental policies and procedures related to Occupational Health and Safety

Terms

Applicants must have a valid “G” driver’s license and/or dependable transportation to report to work

The hiring process may include an interview, practical evaluation, and assessment as part of the selection process.

It is the responsibility of the applicant to supply qualifications licences and related experience relevant to the qualifications outlined above for this job. On the basis of the criteria outlined, this posting is open to all applicants.

The TownePlace Suites Hamilton is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our core values and corporate culture, the TownePlace Suites hotel is committed to equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Accommodation will be provided for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact the hiring manager as soon as possible to make appropriate arrangements.

This description excludes non-essential and marginal functions of the position hat are incidental to the performance of the fundamental job responsibilities. Specific examples in this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Detailed job-related duties will be outline in a complete task list will be provided upon hiring and/or assigned by the associate during employment.

This document is subject to change, at the sole discretion of the company and in no way creates an employment contract; implied or otherwise. Each associate remains, at all times, an “at will” associate.

Mission

Our team of associates places the spirit of hospitality in every moment for our valued guests

Vision

Provide experiences that are authentically local of unmatched presence with reliable service by our associates

that are truly engaging

Core Values

Caring * Integrity * Service Excellence * Community

​*Building Outstanding Overall Satisfaction T*ogether!

TOWNEPLACE SUITES BY MARRIOTT

HAMILTON

1195 Upper James Street Hamilton, ON. L9C 3B2

Job Types: Full-time, Permanent

Flexible Language Requirement:

• French not required

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekend availability

Ability to commute/relocate:

• Hamilton, ON: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Hotel Front Desk: 1 year (preferred)

Shift availability:

• Day Shift (preferred)
• Night Shift (preferred)
• Overnight Shift (preferred)

Work Location: In person

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