Guest Services Supervisor
Keltic Lodge Resort & Spa
Ingonish, Nova Scotia
Keltic Lodge Resort and Spa
Job Description
  

DEPARTMENT:
Guest Services
 
REPORTS TO:
Guest Services Manager
POSITION:
Guest Services Supervisor
 
 
 

 
JOB SUMMARY:           This job exists to oversee the operations of the front desk and bell staff.
 
ACCOUNTABILITIES:    The Guest Services Supervisor is responsible for the smooth operation of the Guest Services department and for ensuring that all standard operating procedures pertinent to Guest Services are followed.
 
QUALIFICATION STANDARDS
 
EDUCATION & EXPERIENCE:
·         At least 1 year of progressive experience in a hotel or a related field required.
·         High School diploma required.
·         Degree in Hospitality and Tourism preferred.
·         Previous supervisory experience preferred.
 
TOOLS & EQUIPMENT:
·         Computer systems, office equipment, hotel software, telephone, cell phones credit/debit approval machine, 2-way radios, pager systems.
 
PHYSICAL REQUIREMENTS:
·         Long hours sometimes required.
·         Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
 
MENTAL REQUIREMENTS:
·         Must be able to convey information and ideas clearly.
·         Must be able to evaluate and select among alternative courses of action quickly and accurately.
·         Must maintain composure and objectivity under pressure.
·         Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
·         Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need.
·         Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
·         Must be able to work with and understand financial information and data, and basic arithmetic functions.
 
 
DUTIES & FUNCTIONS
 
ESSENTIAL:
·         Approach all encounters with guests and employees in a friendly, service oriented manner.
·         Maintain regular attendance in compliance with New Castle standards, as required by scheduling which will vary according to the needs of the hotel.
·         Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working.
·         Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations.
·         Supervise and ensure completion of all duties of Front Desk and Bell Staff..
·         Check guests into or out of the hotel.
·         Confirm credit payment method at check in, and full payment at check out.
·         Communicate frequently with Housekeeping in regards to room status, special requests or discrepancies.
·         Log all requests and confirm completion.
·         Maintain key control.
·         Maintain Guest Services log book.
·         Review PMS inventory and house count for availability and rates.
·         Maintain and market special guest programs.
·         Maintain and market special reservations programs (rate of the day, up sell techniques, special packages)
·         Making/modifying/canceling reservations as required.
·         Balance and prepare individual and operational paperwork for closing of shift.
·         Balance bank daily.
·         Perform all duties of Guest Services Agent..
·         Check appearance of all employees to ensure compliance with New Castle Standards of Appearance.
·         Submit maintenance reports/requests to the Engineering department.
·         Physically check discrepant rooms when needed.
·         Assist convention coordinator in posting charges for groups as necessary
·         Coordinate bus tours (rooming lists, keying tours, mass group check in, greeting motor coach, tour billing)
·         Communicate with tour directors prior to and during stay regarding arrival/departure times and special requests.
 
 
MARGINAL:
·         Coordinate emergency procedures.
·         Run daily arrival report and mark registration cards for special requests.
·         Review changes in Policy and Procedure.
·         Assist Accounting with research.
·         Stock and maintain inventory of supplies.
·         Coordinate staff breaks.
·         Run switchboard as necessary.
·         Conduct change of shift briefing.
·         Input/modify room status into departmental computer.
·         Other duties as required.
 
SALARY RANGE:  $ 11.50 to $12.00 per hour plus gratuities.

 

How to Apply
Contact Name: Jill Hyndman
Mailing Address: Middlehead Peninsula, Ingonish Beach, NS B0C 1L0
Phone: 902-285-3401
Fax: 902-285-2859
Email: guestservicesmgr@kelticlodge.ca
Website: kelticlodge.ca
Print Back