Front Desk Supervisor - Hampton Inn & Suites by Hilton Kelowna Airport


Located across from the Kelowna International Airport, the Hampton Inn & Suites is currently accepting applications for a Front Desk Supervisor. 

Position Summary: 

Under the guidance of the Front Office Manager, the Front Desk Supervisor is responsible for leading the day to day Front Desk operations, ensuring and maintaining a consistently high standard of guest service. You’ll be responsible for checking guests in and out, coaching the team and maintaining the smooth flow of front desk services and daily operations according to the standards of the Hampton Inn & Suites Kelowna Airport.

Responsibilities and Accountability:
  • Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model 
  • High understanding of the Hamptonality culture; ensure all staff follow this culture as well
  • Live by the 100% Hampton Guarantee
  • Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns
  • Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training 
  • Supervise and assist Front Desk team as required
  • Oversee the Breakfast area during hours of operation; Ensure guest satisfaction is maintained
  • Serves as the property Manager on Duty as required
  • Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key, verifying ID for special rates
  • Set up accurate accounts for each guest according to their requirements
  • Enter rewards information and enroll new members
  • Compile and review daily reports/logs/contingency lists
  • Complete cashier and closing reports
  • Supply guests with directions and property information
  • Accommodate guest requests, contacting appropriate staff if necessary 
  • Follow up to ensure requests have been met
  • Process all payment types, vouchers, paid-outs, charges and email/print folios
  • Balance and drop receipts. Count and secure till at beginning and end of shift
  • Maintain a consistent level of communication with Housekeeping leadership
  • Notify Manager and Supervisor(s) of any guest reports of theft
  • Processing and confirming wake up calls
  • Understanding of key systems (Kaba Safe Lock)
  • Speak using clear and professional language; answer telephones using appropriate etiquette
  • Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
  • Quality of service, able to handle complaints and provide resolution
  • Understand how inventories are balanced between OnQ PM and OnQ R&I
  • Assist Front Office Manager as required
  • Maintain confidentiality of proprietary information; protect company assets
  • Prepare and review written documents accurately and completely
  • Review shift logs/daily pass on and document pertinent information in the daily pass on
  • Ensures compliance with all Front Office policies, brand standards, online training and procedures
  • Ensure adherence to quality standards. Enter and locate information using computers/POS systems
  • Stand, sit, or walk for an extended period of time
  • Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
  • Ensure personal appearance is clean and professional
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds 
  • Available to work varied shifts: days, evenings, weekends and holidays
  • Operate Hotel shuttle in a safe manner in accordance with the Motor Vehicle Act 
  • Ensure shuttle operations are running efficiently during shift
  • Other duties as required
Skills and Qualifications:
  • 2+ years’ experience as Guest Services Agent or similar
  • Previous Hilton experience is an asset
  • High School graduation required
  • Valid BC Class 5 license and clear ICBC drivers abstract
  • First Aid certification an asset
  • Ability to plan, prioritize and complete multiple projects in a timely manner
  • Ability to develop common sense solutions to everyday problems
  • Ability to develop and motivate staff to achieve goals
  • Ability to work with all employees to promote teamwork and co-operative relationships within and across departments
  • Ability to provide ongoing coaching to staff to enhance performance
  • Must be legally eligible to work in Canada without restriction

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