Job Description

PRIMARY FUNCTIONS;

Reporting to the Guest Services Manager, the Guest Services Supervisor is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is fulltime and includes days, evenings, weekends and holidays

Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members.

Responsibilities and Essential Duties:

Responsibilities may include, but are not limited to the following areas:

Operations

• Leads, motivates and coaches the associates in order to maximize productivity and satisfaction
• Leads, motivates and coaches all night audit associates / functions in accordance with Nova Hotels financial practices
• Actively participates, coaches and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively
• Implements and owns guest satisfaction call back process ensuring that our team is maximizing each guest encounter to ensure expectations are met
• Implements and owns arrival best practices checklist, measures accuracy through documented audits
• Leads, motivates and coaches all pass on communications between departments
• Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists
• Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required
• Assumes the role of Manager on Duty in the absence of senior leadership
• Assists with Accounts Receivable. Invoicing, processing payment, follow up with clients.
• Provide Sales Leads made through Front Desk guest interactions to Corporate Sales team.

Guest Service & Community Culture

• Promotes and encourages inter-departmental cooperation and communication to ensure overall guest satisfaction is at an optimum
• Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture
• Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports
• Conducts performance reviews according to established deadlines for night audit associates
• Designs and ensures active participation of associates for all training programs
• Ensures attendance to Hotel functions for example: town hall/Staff Ambassador committee
• Ensures associates are recognized regularly for their contribution
• Listens and responds to guests’ requests or concerns and taking action until completion
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
• Performs any other duties as required or deemed necessary to provide superior service and teamwork
• Maintains a favorable working relationship with all other associates to foster and promote a cooperative and harmonious working environment
• Projects a favorable image of Nova Hotels Hospitality to the public

Job Specifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education: High School diploma is required. Post-Secondary education and/or previous hospitality training considered an asset.

Experience : 1-2 years experience in hospitality industry is considered an asset. Experience in PMS, POS and switchboard is an asset.

Interpersonal Skills : Focuses on solving conflict, Maintains confidentiality; Actively listens to others without interrupting or distractions; Maintains a positive attitude even in negative situations; Remains open to others' ideas and tries new things. Versatile, able to work under pressure or stressful situations.

Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Able to work in a diverse work environment.

Language and Communication Skills: Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to present information in one-on-one and small group situations. Ability to respond to common inquires or complaints from suppliers. Strong computer and telephone abilities.

Community Minded: Knows the community in which they work; able to give clear concise directions, follows and participates in local events, holidays and functions

PHYSICAL DEMANDS:

Watching a computer screen for long periods of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance; Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, for an extended period of time.

WORK ENVIRONMENT:

The work environment is an office setting, which has the following conditions: low-medium noise environment; high traffic area for internal and external guests, exposure to office equipment such as photocopier, fax and telephone.