Overview
Guest Services Supervisor – Nova Inn – Inuvik Jobs in Inuvik, NT at Nova Hotels
Full job description
PRIMARY FUNCTIONS
Reporting to the Front Office Manager/General Manager, the Guest Services Supervisor is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is fulltime and includes days, evenings, weekends, and holidays
Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members.
DUTIES AND RESPONSIBILITIES:
The specific responsibilities of the Guest Services Supervisor will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to the following areas:
Operations
➢ Leads, motivates, and coaches the associates to maximize productivity and satisfaction
➢ Leads, motivates, and coaches all night audit associates / functions in accordance with Nova Hotels financial practices
➢ Actively participates, coaches, and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively
➢ Implements and owns guest satisfaction call back process ensuring that our team is maximizing each guest encounter to ensure expectations are met
➢ Implements and owns arrival best practices checklist, measures accuracy through documented audits
➢ Leads, motivates, and coaches all pass on communications between departments
➢ Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists
➢ Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required
➢ Assumes the role of Manager on Duty in the absence of senior leadership
Guest Service & Community Culture
Promotes and encourages inter-departmental cooperation and communication to ensure overall guest satisfaction is at an optimum
Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture
Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques in order to maximize associate productivity and satisfaction of direct reports
Conducts performance reviews according to established deadlines for night audit associates
Designs and ensures active participation of associates for all training programs
Ensures attendance to hotel functions for example: town hall/Staff Ambassador committee
Ensures associates are recognized regularly for their contribution
Listens and responds to guests’ requests or concerns and acting until completion
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position
Performs any other duties as required or deemed necessary to provide superior service and teamwork
Maintains a favorable working relationship with all other associates to foster and promote a cooperative and harmonious working environment
Projects a favorable image of Nova Hotels Hospitality to the public
Health & Safety
Ensures all team members are trained on fire safety plan and all emergency procedures
Ensures back office is clean & clear of clutter for eva…
Title: Guest Services Supervisor – Nova Inn – Inuvik
Company: Nova Hotels
Location: Inuvik, NT
Category:
