Are you a hospitality professional with exceptional leadership skills and guest service excellence? Red Deer Resort & Casino is seeking a Front Desk Supervisor to oversee our front desk operations and ensure exceptional guest experiences.

Summary

Under the direction of the Front Office Manager, the Front Office Supervisor supports the operation of the entire Front Office, Club Lounge and Reservation team while liaising with sales & catering, housekeeping, maintenance, and accounting in the successful implementation of the hotel's policies and procedures. The Front Office Supervisor must ensure a high level of customer service at all times, maintain a friendly disposition, and resolve escalated issues of customers. This position will act as a role model, sharing expertise and knowledge with the Front Desk Agents.

Essential Duties and Responsibilities

• Engage with guests throughout all touch points. Be an exemplary representative of guest interaction and customer service.
• Address and be proactive with all guest concerns brought forward.
• Ensure all guest complaints or problems are documented, and the appropriate departments are immediately notified to resolve the situation if required; ensure follow-up to ensure completion and guest satisfaction.
• Respond quickly to guest requests in a friendly and proactive manner and follow up to ensure complete guest satisfaction.
• Under the guidance of the Front Office Manager, train, supervise, motivate, and discipline front office and club lounge associates to maintain excellent customer service.
• Ensure Front Desk Agents are trained and informed of all procedures, policies, and programs.
• Maintain the training manual for the front office department.
• Maintain complete knowledge of scheduled daily activities, in-house groups, all special requests, and hours of operation of each outlet, features and services provided by the hotel.
• Work regular shifts at the front office and rearrange the work schedule as required in case of any absence.
• Assist and support the Front Office Manager and the Rooms Division Manager with any initiatives required, ensuring the ongoing success of the hotel.
• Coordinate advance arrangements for high-priority groups and/or individuals, ensure the house is appropriately blocked for arrivals with special requests and/or preferences.
• Ensure daily tasks and checklists for all front office associates are completed.
• Conduct regular audits to ensure par level for front office supplies.
• Promote and maintain a safe and healthy work environment while adhering to the policies and procedures set out by the Health and Safety Committee.
• Ensure the guest services department consistently meets and exceeds Red Deer Resort & Casino standards and goals.
• Create a front office schedule in the absence of the Front Office Manager, and ensure staffing levels are adequate for future dates at both the Front Office, Club Lounge, and Reservation.
• Maintain and log all lost and found items at the Front Desk using the Parcels program. Ensure cleanliness of the Front Desk and back office spaces at all times.
• Ensure hotel-designated VIPs and guests who purchase Club rooms are identified, recognized, and pre-blocked according to their preferences.
• Coordinate with the sales team to ensure VIPs within the hotel are acknowledged, and any special amenities are requested in advance in preparation for their arrival.
• Prepare and make sure all VIP items and/or cards are delivered to the rooms prior to the guest's arrival.
• When requested, plan for, and prepare site tour rooms. This includes inspection and communication with maintenance/housekeeping for any quick fixes required to be done. Rooms are to be set up and readied as a welcoming environment.
• Update data and statistics on Club Lounge usage. Including but not limited to stock, attendance vs usage, and revenues created. Complete monthly inventory counts as required.
• Maintain a visual presence in the Club Lounge to ensure all items are up to Red Deer Resort & Casino Standard, and guest or associate concerns with the space are addressed in a timely manner.
• Other related duties as required.

Education, Qualification and Requirements

• 2 or more years of working in a hotel or related experience is preferred
• 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
• Experience in all aspects of customer service
• Minimum 1 year of management/supervisory experience
• Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection-handling skills
• Able to respond quickly in a dynamic and changing environment
• Able to build and maintain lasting relationships with corporate departments, key business partners, and guests
• Able to effectively communicate both verbally and in writing, in English.
• Knowledge of using Computer and MS Office Applications
• Must have effective time management skills and be able to work in a fast-paced environment with multiple interruptions
• As a condition of employment, associates are to have a criminal record check prior to their first day of work.

Work Environment

• This position requires frequent standing and walking
• May perform repetitive work, such as operating a computer, or talking to a guest or telephone.
• May work in a noisy or distracting environment, such as during busy holidays.
• Ability to tolerate exposure to heat and cold
• Professionally de-escalate angry customers and offer possible solutions to improve the situation

Hours of Work

• The individual must be adaptable and flexible with their time as the work hours for this position will vary depending on operational requirements. Work may include late nights, weekend shifts, and holidays.

The Red Deer Resort & Casino is an equal opportunity employer and encourages individuals interested in this position to submit your resume. Please ensure the name of the position is included in the subject line. All applicants must be legally entitled to work in Canada. The successful candidate will be subject to criminal record checks and/or other background checks. This position will remain open until a suitable candidate is found. We appreciate and consider all applications; however, only candidates selected for interviews will be contacted.