TITLE: GUEST SERVICE SUPERVISOR

MISSION: To achieve the highest level of guest satisfaction by enforcing consistently impeccable standards of service, appearance, behavior, attitude, knowledge and accuracy among all Front Office personnel, and to report on all aspects of Guest Service in all Departments, completely customer-focused, filling in any guest service gaps through the operational day.

SUPERVISOR: DIRECTOR OF OPERATIONS

POSITION(S)

SUPERVISED: Guest Service Agents

RESPONSIBILITIES:

1) To ensure the initial impact on guest arrivals imparts a sense of well-being and hospitality, and that this feeling is sustained through the maintenance of an impeccable standard of service, appearance, behavior, attitude, knowledge and accuracy among all Guest Service personnel.

2) To identify systems and procedures which prevent the hotel from delivering truly superior service.

3) To assist in the development, implementation and maintenance of an effective Return Guest Recognition Program, including Rates & Favours and VIP designations.

4) To personally greet and assist VIP or Express Check-ins and Check-outs

5) To plan and communicate guest requests and special services through all appropriate

Departments.

8) To provide an on-the-spot authority in the hotel; to pamper and reassure guests and to take immediate action on complaints or failures in hotel operations.

9)



To correct and communicate to Department Head all operational failings which occur in the absence of the Department Head or Supervisor, and to take all necessary action on behalf of Department Heads to ensure the smoothest possible operation of each shift.

10) To take immediate and positive action within the guidelines provided, in the event of fire alarm or emergency situation of any nature.

11) To be fully credit-conscious in order to be decisive on exceptional guest credit requests as necessary in the absence of the Controller or of Guest Services Manager, and to follow through on guest credit concerns for specific in-house accounts outside the office hours as directed by the Controller.

12) To assist in providing daily operational supervision and departmental relief for Front Office personnel in accordance with the Front Office Standard Operational Procedure Manual, and with use of the on-line Opera Cloud System.

13) To provide active continuous assistance with the performance development of individual staff members of the department, by enforcing and monitoring the effectiveness of guidelines provided in the Front Office Standard Procedure Manual.

14) To execute all reasonable additional assignments determined by the Director of Operations, Guest Services Manager or Senior management team members.

Pay: $28.71 per hour

Perks:

- Dental care

Work Location: In person

📌 Guest Services Supervisor (Canada)
🏢 Cambridge Suites Toronto
📍 Canada