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Guest Services Supervisor

Location: 

London, ON, CA

Property Name:  Dolce Ivey Spencer Canada
Req Id:  17702

Dolce is now seeking a Guest Services Supervisor to join our team at Dolce Ivey Spencer Canada in London, Ontario.

Job Summary

The Guest Services Supervisor is responsible for assisting the Rooms Manager and Assistant Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

 

Responsibilities will include but not be limited to:

  • Supervising all operations of the Front Desk department.
  • Ensuring productivity standards are met or exceeded while maintaining employee morale and commitment to first class guest service.
  • Training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all operating systems.
  • Maintaining and following all operating and quality standards established for Front Desk.
  • Maintaining and following procedures for credit control and handling of financial transactions.
  • Following revenues and expenses and ensuring that financial goals are managed and met.
  • Supervising guests check in and out of the hotel according to hotel and/or brand standards.
  • Keeping the Guest Services Manager abreast of any problems or situations involving guests, the hotel and/or staff.
  • Ensuring that guest history records are accurately maintained and all repeat guests preferences are met.
  • Supervising group block set up in Property Management System.
  • Preparing schedules for the Front Desk Department.
  • Assisting with the hiring process by participating in job fairs/interviews for Front Desk positions.
  • Maintaining an inventory of items essential to day-to-day operation and communicating when supplies are needed.
  • Informing guests about the hotel facilities, policies and procedures. Provide tourist information to guests.
  • Handling the hotel phone system. Transfer calls to appropriate departments/guests. Accurately take messages for guests.
  • Taking, modifying and canceling guestroom reservations.
  • Dealing with inquiries, requests, and complaints from guests. Coordinate with other departments to fulfill guest special requests.
  • Following in-house procedures to help ensure the security of guests and employees. Know hotel emergency procedures.
  • Performing Manager on Duty Shifts.
  • Following all Occupational Health and Safety regulations.
  • May be required to perform additional and/or different responsibilities as set forth above.

Education & Experience

  • High School diploma or equivalent required. Bachelors' degree or College diploma preferred.
  • At least 2 to 3 years of progressive experience in a hotel or a related field required. 
  • At least 1 year of experience working within Guest Services/Front Office in a high volume hotel, conference center or resort in a leadership position. Previous supervisory responsibility preferred.

Physical Requirements

  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
  • Frequently is required to talk or hear.

General Requirements

  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel required meetings and trainings.
  • Maintain regular attendance in compliance with Wyndham Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

Fundamental Requirements

  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Monitor all VIP and special guest requests.
  • Review Front Office log and Trace File daily.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Be aware of all rates, packages, and promotions currently underway as listed in the Red Book. 
  • Be familiar with all in-house groups. 
  • Be aware of all closed out and restricted dates.
  • Follow and enforce all Wyndham International hotel credit policies.
  • Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
  • Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
  • Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
  • Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
  • Have knowledge of and assist in all emergency procedures as required.
  • Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
  • Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
  • Responsible for issued house bank.
  • Be able to perform all duties of Guest Services Agent.
  • Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
  • Monitor key control to maintain hotel security.
  • Ensure the maximization of room revenue through Rooms Merchandising.
  • Answer all guest inquiries in a timely and professional nature.
  • Be involved in departmental meeting, planning and execution.
  • Help maintain productivity levels at or above budgeted standards.
  • Assist in training and cross training of new hires and current employees on a regular basis.

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Wyndham Hotels & Resorts is proud to be an Equal Opportunity Employer supporting diversity in all of our business practices. We are proud to provide employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs.

Job Location: Dolce Ivey Spencer Canada, 551 Windermere Road, London, Ontario  N5X 2T1
Employment Status: Full-time
 

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.