Front Desk Supervisor

Reporting to the Front Office Manager, the Front Desk Supervisor is responsible for ensuring that all Front Desk procedures are followed and all necessary tasks are completed accurately. If you have a cheerful attitude and believe in creating lasting memories for our guests then you are the right person for us! The successful candidate will have a professional manner and the ability to deal with a wide variety of people and situations.

Duties and Responsibilities:

Supervise Front Desk operations during your assigned shift to a consistently high standard.

Ensure guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable;

Assist with the training, coaching and development of team members by motivating and leading front office colleagues.

Responsible for the smooth transition of shifts, ensuring that there is adequate communication of the daily operation between employees and shifts.

Ensure that all financial transactions are processed correctly, and monitor that proper procedures are being followed and necessary tasks are completed properly by front desk agents.

Represent BCP in such a manner as to enhance the reputation of the company and to nurture ‘Caribou’ culture throughout all aspects of operations.

Manage, resolve or escalate any and all Guest complaints in a friendly and professional manner to the standard of the BCP.

Answer all in-coming phone calls in a professional manner to the standard set by BCP.

Process check-ins and check-outs, verify billing, create reservations, and process special requests; Present statement(s) of charges to departing guests and receive payment(s).

Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction.

Maintain the safety and upkeep of guest areas in the indoor and outdoor spaces of the property including the removal of snow and ice and other hazards.

Additional duties may be assigned to help meet guest and business needs.

Skills and Experience: 

Previous Front Desk experience is an asset.

Self-motivator with outgoing personality and commitment to providing a high level of guest service.

Excellent written and verbal communication skills and numerical proficiency.

Ability to work a flexible schedule including weekends and holidays.

Prior experience in a customer focused role is an asset.

The ability to motivate and lead employees in a busy, fast-pace and high-quality environment.

Strong attention to detail and ability to prioritize between tasks.

Experience in a Front Desk role is an asset, preferably at a supervisory level.

Experience using a hospitality property management system is an asset