Front Office Supervisor

Main Duties

• Supervise and manage team members.
• Ensure and maintain the productivity level of team members and ensure quality and that standards meet the expectations of guests on a daily basis.
• Contact appropriate individual or department (e.g. F&B outlets, Housekeeping, Engineering) as necessary to resolve service calls, requests, or glitches.
• Develop specific goals and plans to prioritize, organize and accomplish your work.
• Provide the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
• Provide services that are above and beyond for guest satisfaction and retention.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction and strive to improve service performance.
• Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback and individual coaching when needed.
• Respond to and handle guest problems and complaints.
• Report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Work closely with Loss Prevention to ensure safety of our guests and team members.
• Understand and comply with loss prevention policies and procedures.
• Schedule team members to business demands and track team member time and attendance.
• Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation and driving necessary change.
• Establish and maintain open, collaborative internal and external relationships and ensure direct reports do the same.
• Assist team in developing lasting relationships with guests to secure repeat business.
• Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
• Train department team members: plan, assign and direct work; reward team members; address complaints and resolve problems.
• Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance.
• Empower team members to deliver the ultimate guest experience.

Qualifications & Skills

• A post-secondary diploma or degree in a field of study related to this profession; Minimum of 2 years of experience in a comparable position and/or an equivalent combination of education and experience.
• Prior management experience in a quality luxury hotel brand.
• Proficient in verbal and written English communication.
• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
• Excellent verbal and written communication skills.
• Proficient in verbal and written English communication.