Guest Experience Supervisor (Full-time) – Civic Hotel
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.
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.
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.
approach on guest comments / issues, ensuring these are handled in a timely and
professional manner meeting or exceeding guest expectations.
achieve departmental goals and contributes ideas for better guest satisfaction,
colleague relations and revenue enhancement by providing motivational
with the Housekeeping Manager to ensure pre-arrival requirements are met in
preparation for check in.
guest requests using an electronic tool/ device to communicate with other
departments as needed.
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.
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
the lobby, front desk and all public areas are clean, tidy and well maintained.
various meetings and hotel functions as relating to the Front Office function
able to work and assist in other areas within Room Division to cover as needed.
any other duties as assigned by management.
Education & Experience
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.
Knowledge, Skills and Abilities
- Extensive knowledge of Front Office policies and
- Proficiency in computer applications such as but
not limited to MS Office, Google applications, etc.
- Proficiency in Opera and Marriott Bonvoy an asset.
- Must have a flexible schedule and available to do
overnight or front desk shift coverage.