SilverBirch Hotels & Resorts


Position: Front Office Supervisor

Title Front Office Supervisor
Location Victoria, BC
Hotel Harbour Towers Hotel & Suites
Job Status Full-Time, Permanent
Job Information

SilverBirch Hotels & Resorts is one of Canada’s leading hotel management companies and manages over 20 hotels and resorts across Canada.  We manage independent hotels and hotels operating under major franchise brands, such as Marriott, Hilton, Radisson, Quality, Best Western and Ramada.

We are looking for a Front Office Supervisor at Harbour Towers Hotels & Suites in Victoria, BC.

In the role of Front Office Supervisor you will provide support to the Front Office Manager, responsible for the smooth operation of the Front Office.  The Front Desk/Guest Services, Bellmen, Night Audit and Reservations are part of the Front Office team.  The Front Office Manager and Supervisor are responsible for ensuring that all Team Members consistently offer an exceptionally high service level to guests.

Duties & Responsibilities:

  • The overall operation of the Front Desk, Bellmen and Reservations, with shared responsibility for the Night Audit with the Financial Controller.
  • Assist in the coaching of all Front Office Associates, recording of payroll and issuing of uniforms
  • Help to identify the training needs for Front Office Associates, as well ensuring appropriate training and on-boarding for new Front Office Associates.
  • Ensure that the Front Office Associates consistently offer a high standard of service to all guests, both internal and external according to the Spirit Standards.
  • Keep well-informed on all events and issues within the hotel and help to communicate to all Front Office Associates, as appropriate
  • Support Reservations and the Front Desk Associates in selling available guest rooms, in a manner that supports the return of clients, at the same time ensuring all up selling opportunities are explored, to maximize the revenue for the hotel.
  • Ensure that all Front Office Associates understand the Harbour Towers Hotel & Suites procedures relating to fire and life safety
  • Ensuring all Front Office Associates are coached/guided and trained on all policies & procedures within the hotel.
  • Ensure that there is appropriate key control and float control within the Front Office.
  • Assist the Front Office Manager to effectively address guest concerns and complaints and ensure they are not repeated, whenever possible.
  • Assist in the inventory and ordering of all materials pertaining to the Front Office.
  • Ensure the Front Office Associates use the Property Management System properly to track all guests’ preferences, habits and requests and communicate this information to all appropriate departments within the hotel.
  • Maintain positive work relationships with ALL Associates & Managers.
  • Perform other related duties to ensure all guests, both internal and external, receive excellence in customer service.
  • Handle any guest inquiries in a prompt, efficient, and courteous manner. 

Preferred Education & Qualifications:

  • Minimum 1 year Guest Services Experience, with extensive Front Office Property Management System and computer knowledge 
  • Hotel Administration Diploma or degree an asset
  • Previous Supervisory experience and proven verbal and written communication skills
  • Strong ability to prioritize tasks, meet deadlines with an attention to detail
  • Superior analytical, coaching and guidance skills
  • Experience with Word and Excel
  • Experience with Opera a benefit
  • Take initiative in obtaining and completing assignments
  • Ability to supervise a team
  • Assertive and confident leadership style
  • Appreciation for praise and respect
  • Appreciation and understanding of clear, measurable goals

Apply to:
Randy Delisle, Human Resources Manager
rdelisle@silverbirchhotels.com
www.silverbirchhotels.com

SILVERBIRCH HOTELS & RESORTS IS SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGES APPLICATIONS FROM QUALIFIED INDIVIDUALS.

NOTICE TO POTENTIAL JOB APPLICANTS
If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts 
• does not require job applicants to pay a fee for a job application or opportunity; and
• does not make unsolicited offers of employment.
If you have been approached by any entity engaging in such practices who claims to represent SilverBirch Hotels & Resorts, please advise us immediately by email at careers@silverbirchhotels.com and contact either the Canadian Anti-Fraud Call Centre at 1-888-495-8501 or the Royal Canadian Mounted Police. 
SILVERBIRCH HOTELS & RESORTS IS SUPPORTIVE OF WORKFORCE DIVERSITY AND ENCOURAGES APPLICATIONS FROM QUALIFIED INDIVIDUALS.