BHTM Summer 2020 Internship, Keltic Lodge, Ingonish Cape Breton: GUEST SERVICES SUPERVISOR

Position Summary: The Guest Services Supervisor’s primary function is to assist the Guest Services Manager with the daily operations of the Front Office. He or she acts as a supervisor to all Guest Services personnel, assist with guest complaints. Represents management in the Front Office in the absence of Guest Services Manager.

Accountabilities: The Front Desk Supervisor is accountable for ensuring that guest interactions with Guest Services personnel are handled properly, and that the experience is a pleasant one for the guest.

Qualification Standards

Education & Experience:

• At least 1 years of progressive experience in a hotel or a related field required
• High School diploma or equivalent required
• College course work in related field helpful
• Previous supervisory responsibility preferred

Tools & Equipment:

• Computer, Credit Card Authorization machine, copier, scanner, other office equipment, telephone, two way radio
• Ability to work in Excel, Word

Physical Requirements:

• Long hours sometimes required

• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Ability to work under variable temperatures and noise levels
• Near Vision – The ability to see details at close range
• Ability to bend, stretch, twist or reach with your body and arms
• Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:

• Oral and Written Comprehension and Expression – Must be able to convey & understand information and ideas in English
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning – Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working

• Interact with hotel guests
• Observe and evaluate workers’ appearance and performance to ensure quality service and compliance with specifications.
• Assist in training of all positions within department
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
• Inform workers about interests and special needs of specific groups
• Apply customer/guest feedback to service improvement efforts
• Resolve customer complaints regarding worker performance and services rendered
• Provide guests with information on events and activities
• Complete check-ins and check-outs
• Maintain log of rooms in out of order status
• Responsible for a bank
• Be up to date on all guest services, promotions, and events in the Resort
• Handle guest complaints, react quickly, logging and notify proper areas to service the guests
• Work closely with housekeeping with daily room status
• Have complete knowledge of Hotel System and oversee staff
• Oversee Bell staff in the absence of a Supervisor
• Confirm all daily duties are completed by Guest Service Agents, Operators, and Bell staff
• Check and respond to electronic communications in a timely fashion 

Keltic Lodge at the Highlands functions 7 days a week, 24 hours a day from mid May to mid October. 

To Apply please send resume and cover letter to Student_jobs@cbu.ca