We are looking for an individual to join our community who shares our passion & commitment for providing an exceptional culture where our employees are empowered to WELCOME, ENGAGE, and EXCEED.
Delta Hotels has created a platform for our colleagues to really contribute to our company's overall business by ensuring that they are heard and empowered. The term "empowerment" is used a lot these days, but at Delta Hotels, it really is a part of our culture.
Delta Hotels & Resorts is one of Canada’s 50 Top Employers. It is an inclusive and healthy place to work, because we know the way we deal with our employees will be reflected in the way they interact with our guests. Come be a part of our Community today!
OVERVIEW
Our colleagues work to provide the highest level of service in a knowledgeable, professional manner while striving constantly to exceed guest expectations of our service. The Guest Services Supervisor helps to lead and direct the Guest Services team.
RESPONSIBILITIES:
- Lead First Response in emergency situations: fire, power outage, flood, bomb threat
- Play a lead role in resolving escalated guest service issues; demonstrate the ability to follow-up in such cases
- Ownership of room inventory day-of, as related to house status, overbooking, and room type issues, relocating guests when necessary.
- Oversee Guest Service Agents, Bell Services, and Signature Club operations
- Cover Front Desk shifts as a working supervisor as required
- Provide leadership for the Front Office team and lead by example
- Create an environment for all team members to consistently deliver Delta’s Connex Standards.
- Contribute to regular coaching sessions with team members regarding performance & standards of behavior
- Conduct One on Ones and Performance Development Reviews when required
- Assist with scheduling, training and career development of team members
- Prepare for upcoming groups and monitoring business to ensure appropriate staffing levels
- Work closely with other departments to ensure exceptional service
QUALIFICATIONS, ABILITIES, SKILLS AND COMPETENCIES:
- Front Office experience is required.
- Supervisory experience is an asset.
- Must be approachable, open-minded and possess excellent listening skills
- Must possess the skills to tactfully and quickly resolve and defuse guest concerns and ensure the appropriate follow up
- Proven ability to effectively handle stressful situations.
- Receptive to change and increased demands
- Demonstrated ability to train, motivate and develop team members through own experience and passion for customer service
- Sound knowledge of MS Office applications, including Word and Excel and property management systems (OPERA and Iris are a definite asset)
- Post Secondary diploma/degree in Hospitality Management program or related discipline an asset
- Experience in a unionized environment an asset
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