Front Desk Supervisor

at  Grey Eagle Resort Casino

Front Desk Supervisor
Company Bio
Come… Enjoy… Work in a fast paced, dynamic environment. Located on the Tsuut’ina First Nation, Grey Eagle Resort & Casino is Calgary’s number one entertainment facility. We are looking for talented, energetic and motivated individuals to join our diverse workforce! We offer competitive salaries, benefits and opportunities to grow your career.
Position Overview:
To ensure smooth operation of the Front Office operation by assisting the Front Office Manager, Front Office Assistant Manager and the front line staff, wherever needed. Must provide efficient and courteous service to each guest and operate according to the policies, procedures, quality standards and services established by the management team for the satisfaction of all internal and external guests. Must be willing to work all shifts, and weekends if needed; Must be able to deal calmly and professionally with the public and staff in any and all crisis situations

Primary Responsibilities

• Achieve guest satisfaction & room revenue goals by assisting with supervising the entire front office operation and its divisions.
• Ensure that the front desk & switchboard staffing levels are in keeping with the current business activity and making any adjustments as necessary.
• Provide coverage in all areas as necessary. (Breaks-late arrivals-absences, etc.)
• Maintain room security by providing effective key control & participate in matters related to customer room security
• Meet and exceed customer expectations by ensuring your department provides superior service and teamwork.
• Oversee and participate in the prompt and courteous handling of all guests as necessary, including but not limited to, check-in & check-out, telephone and personal inquiries, luggage & vehicle handling.
• Ensure that all customer services are delivered efficiently and effectively both personally and by all direct reports as set out under divisional breakdown job descriptions.
• Record requests for special accommodations and suites.
• Utilize one-on-one training skills as necessary.
• Monitor service and teamwork on a regular basis and inform Front Office Manager or Assistant Front Office Manager of any potential needs for coaching of employees to ensure they are providing superior service and teamwork.
• Work with front line staff to effectively up counts fill the hotel whenever possible.
• Ensure that all group arrival and departure details have been coordinated.
• Motivate through offering examples or leading by example of excellence in customer service.
• Ensure all employees follow safety rules and procedures.
• Maintain a positive work environment
• Take corrective action, where required, to improve safety of work areas.
• Assure the cleanliness and orderly condition of the Front Office area by conducting daily
• Respond to guest concerns through email, TripAdvisor, telephone, or personally as required
• Other duties as required

Education and Experience:

• Must have minimum 1 year experience in full service hotel
• Must have basic computer Skills: Microsoft Word, Excel, Internet and OPERA PMS system
• Knowledge of the area and surrounding attractions
• Working knowledge of reservations system to perform taking reservations, dupe checks, non-guaranteed cancellations, claimed reservations, setting the house statistics, etc
• Must have working knowledge of voucher procedures, gift certificates
• Must be 19 years of age or older
• Work within a 24/7 operation with ability to work flexible hours when required (days, evening, nights, weekends and holidays)
• Willing to submit to a criminal record check with results acceptable to the organization, standards and position, Must have employment eligibility in Canada
• Must be fluent in English. Fluency in multiple languages is considered an asset

Footer

We thank all applicants, however, only those considered for an interview will be contacted.No phone calls please.

• Priority will be given to Tsuut’ina Nation members.

Skills

• Clerical
• Reception

Reference 385498

• Achieve guest satisfaction & room revenue goals by assisting with supervising the entire front office operation and its divisions.
• Ensure that the front desk & switchboard staffing levels are in keeping with the current business activity and making any adjustments as necessary.
• Provide coverage in all areas as necessary. (Breaks-late arrivals-absences, etc.)
• Maintain room security by providing effective key control & participate in matters related to customer room security
• Meet and exceed customer expectations by ensuring your department provides superior service and teamwork.
• Oversee and participate in the prompt and courteous handling of all guests as necessary, including but not limited to, check-in & check-out, telephone and personal inquiries, luggage & vehicle handling.
• Ensure that all customer services are delivered efficiently and effectively both personally and by all direct reports as set out under divisional breakdown job descriptions.
• Record requests for special accommodations and suites.
• Utilize one-on-one training skills as necessary.
• Monitor service and teamwork on a regular basis and inform Front Office Manager or Assistant Front Office Manager of any potential needs for coaching of employees to ensure they are providing superior service and teamwork.
• Work with front line staff to effectively up counts fill the hotel whenever possible.
• Ensure that all group arrival and departure details have been coordinated.
• Motivate through offering examples or leading by example of excellence in customer service.
• Ensure all employees follow safety rules and procedures.
• Maintain a positive work environment
• Take corrective action, where required, to improve safety of work areas.
• Assure the cleanliness and orderly condition of the Front Office area by conducting daily
• Respond to guest concerns through email, TripAdvisor, telephone, or personally as required
• Other duties as require