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

Guest Services
Guest Services Manager
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.
·         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.
·         Computer systems, office equipment, hotel software, telephone, cell phones credit/debit approval machine, 2-way radios, pager systems.
·         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.
·         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.
·         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.
·         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
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