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Guest Experience Supervisor (Full-time) – Civic Hotel

Civic
Hotel, Autograph Collection®, is a bold landmark that merges BC’s artistry,
culture and flavours with the spirit of entrepreneurial discovery. Bold in
concept and loaded with premium amenities and services, the Civic Hotel is the
first world-class hotel to be built in Surrey in more than two decades.

 

The Civic Hotel proudly stands at the intersection of now and
next, the icon of a great city centre.

 

Role Summary

Reporting
to the Director of Rooms, the Guest Experience Supervisor will assist in the
day to day function of the Front Office – Valet, Concierge Services,
Switchboard, and Front Desk.  

 

Key Accountabilities

  1. Leads
    by example and supervises daily operations of the Front Office; assists with
    check-ins and check-outs at the front desk; while consistently maintaining high
    level of service.
  2. Proactive
    approach on guest comments / issues, ensuring these are handled in a timely and
    professional manner meeting or exceeding guest expectations.  
  3. Helps
    achieve departmental goals and contributes ideas for better guest satisfaction,
    colleague relations and revenue enhancement by providing motivational
    leadership.
  4. Collaborates
    with the Housekeeping Manager to ensure pre-arrival requirements are met in
    preparation for check in.
  5. Handles
    guest requests using an electronic tool/ device to communicate with other
    departments as needed.
  6. Works
    in conjunction with hotel security officers to respond to disturbances in guest
    rooms, medical emergencies, undesirable guests and including overall safety and
    security throughout the hotel.
  7. Oversees
    all areas of the hotel operation in the absence of senior management, acting
    upon urgent issues as required and reporting observations to the Director of
    Rooms.
  8. Ensures
    the lobby, front desk and all public areas are clean, tidy and well maintained.
  9. Attends
    various meetings and hotel functions as relating to the Front Office function
    as required.
  10. Is
    able to work and assist in other areas within Room Division to cover as needed.
  11. Performs
    any other duties as assigned by management.

 

Education & Experience

A
degree in Hotel & Restaurant Management, Hospitality is preferred, with a
minimum 2 years of previous supervisory or management capacity in the
Front Office division of a boutique or luxury hotel setting.

 

Required
Knowledge, Skills and Abilities

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