Guest Relations Supervisor

Are you a hospitality professional with exceptional leadership skills and guest service excellence? Red Deer Resort & Casino is seeking a Guest Relations Supervisor / Front Office Supervisor to oversee our front desk operations and ensure exceptional guest experiences.

This is an on-site position based in Red Deer, Alberta. Applicants must be able to reliably commute to the workplace or relocate at their own expense. Relocation assistance is not provided.

Summary

Under the direction of the Rooms Division Manager/Front Office Manager, the Guest Relations Supervisor / Front Office Supervisor supports the operation of the entire Front Office Department, Club Lounge and Reservations team while liaising with sales & catering, housekeeping, maintenance, and accounting in the successful implementation of the hotel’s policies and procedures. The Guest Relations Supervisor / Front Office Supervisor
must ensure a high level of customer service at all times, maintain a friendly disposition, and resolve escalated issues from customers. This position will act as a role model, sharing expertise and knowledge with the Guest Service Agent.

Essential Duties and Responsibilities

Guest Relations Supervisor / Front Office Supervisor  Duties:

• Supervise and lead the front desk team, ensuring efficient operations and exceptional guest service.
• Train and mentor front desk staff, providing ongoing guidance and support.
• Handle guest inquiries, complaints, and special requests, resolving issues promptly and effectively.
• Monitor guest satisfaction levels and implement strategies for improvement.
• Maintain accurate records of guest interactions, transactions, and room availability.
• Oversee the check-in and check-out process, ensuring accuracy and efficiency.
• Assist with cashiering duties, including handling payments, reconciling accounts, and maintaining cash handling procedures.
• Collaborate with other departments to ensure seamless guest experiences.

Other Duties:

• Works with the reservation department, ensuring efficient and accurate processing of room reservations when needed
• Train desk staff for reservations procedures, systems, and customer service standards.
• Monitor and evaluate desk team performance, providing ongoing coaching and feedback.
• Check reservation systems to ensure proper room inventory management and maximize occupancy.
• Handle guest inquiries and assist with booking modifications, cancellations, and special requests.
• Upsell room upgrades and additional services to maximize revenue.
• Maintain knowledge of room availability, rates, and hotel packages.
• Address any reservation-related issues or discrepancies if any promptly and effectively.
• Perform other duties and responsibilities as assigned by the Front Office Manager. The role/duties may change depending on the needs of the operations, this may include other departments under the purview of the Front Office Department ie. club lounge and reservations.

Education, Qualification and Requirements

• 2 or more years of working in a hotel or related experience is preferred
• 1 to 2-year Degree or Diploma; related experience and/or training; or equivalent combination of education and experience
• Experience in all aspects of customer service
• Minimum 1 year of management/supervisory experience
• Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection-handling skills
• Able to respond quickly in a dynamic and changing environment
• Able to build and maintain lasting relationships with corporate departments, key business partners, and guests
• Able to effectively communicate both verbally and in writing, in English.
• Knowledge of using Computer and MS Office Applications
• Must have effective time management skills and be able to work in a fast-paced environment with multiple interruptions
• As a condition of employment, associates are to have a criminal record check prior to their first day of work

Work Environment

• This position requires frequent standing and walking
• May perform repetitive work, such as operating a computer, or talking to a guest or telephone.
• May work in a noisy or distracting environment, such as during busy holidays.
• Ability to tolerate exposure to heat and cold
• Professionally de-escalate angry customers and offer possible solutions to improve the situation

Hours of Work

• The individual must be adaptable and flexible with their time as the work hours for this position will vary depending on operational requirements. Work may include early morning, late nights, weekend shifts, and holidays.

The Red Deer Resort & Casino is an equal opportunity employer and encourages individuals interested in this position to submit your resume. Please ensure the name of the position is included in the subject line. All applicants must be legally entitled to work in Canada. The successful candidate will be subject to criminal record checks and/or other background checks. This position will remain open until a suitable candidate is found. We appreciate and consider all applications; however, only candidates selected for interviews will be contacted.