Guest Services Supervisor (Night)

THE OPPORTUNITY:

GUEST SERVICES SUPERVISOR (OVERNIGHT)

REPORTS TO NIGHT MANAGER

THE COMPANY:

Passion Drives Performance.  InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration.  A nimble team where everyone has a voice at the table and an opportunity to pursue their passions.  Our skillsets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada.  In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada.  InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple – to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivalled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

THE HOTEL:

The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection

Exactly Like Nothing Else

For over a century, The Algonquin Resort St. Andrews by-the-Sea, Autograph Collection has welcomed travelers to an exquisite stay in New Brunswick. Located in historic St. Andrews, voted as Canada's top destination by USA Today, the resort is unique in its offerings: an idyllic seaside town with locally authentic dining & shops, the region's warmest swimming at Katy's Cove beach and award-winning whale watching, all at our doorstep. Featuring 233 luxury Guestrooms, five dining outlets, an award-winning 18-hole golf course, full conference center and spa, The Algonquin is the centerpiece of Maritime hospitality.

Under the stewardship of InnVest, Canada's largest owner & operator of hotels, significant investments are currently underway including a thoughtful reimagining of all Guestrooms, restaurants & public spaces as well as the construction of a new Nordic Spa, supporting our year-round offerings. Since 1889, The Algonquin has led the way for Canadian resort innovation - join us as we embark on our second century of authentic Maritimes hospitality.

Be where you can do your best work, Begin your purpose, Belong to an amazing global team, and Become the best version of you.

THE ROLE:

The Guest services supervisor (overnight) works through the night shift on the front desk, making room reservations, providing information, services and receives payments for guests as well as specific night duties including entering of accounting information.  In the absence of the night manger the guest services supervisor (overnight) is the MOD for the resort and responsible for running the night audit, balancing all accounts, and will be responsible for the H&S of all guests and associates.

ACTIVITIES:

The duties and responsibilities for the Guest services supervisor (overnight) include, but are not limited to the following:

• Approach all encounters with guests and employees in a friendly, service oriented manner
• Maintain regular attendance in compliance with hotel standards, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, which include wearing the proper business attire and nametag when working
• Comply at all times with Innvest standards and regulations to encourage safe and efficient hotel operations
• Interact with hotel guests
• Check guests into or out of the hotel
• Confirm credit and payment method at check in
• Confirm full payment at check out
• Log all requests and confirm completion
• Check guests in and out
• Take reservations
• Give wake-up calls
• Balance number of rooms and revenue
• Prepare necessary reports
• Balance Guest Services and Food and Beverage cashiers’ work
• Balance credit cards
• Make credit card deposits
• Review PMS inventory and house count for availability and rates
• Balance and prepare individual paperwork for closing shift
• Balance bank daily
• Be familiar with guest privacy
• Operate switchboard and 2-way radio
• Provide information about hotel
• Know emergency procedures
• Respond to security concerns, guest and associate
• Perform bucket checks
• Must be able to perform all department duties
• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
• Check appearance of all employees to ensure compliance with Innvest Standards of Appearance
• Other duties as required

COMPETENCIES WE ARE SEEKING:

Education & Experience:

• At least 2 years of experience in a hotel or a related field preferred
• High School diploma or equivalent required
• College course work in related field helpful
• Previous customer service experience required

Tools & Equipment:

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

Work Environment:

• Under variable temperature conditions
• Under variable noise levels
• Outdoors/Indoors
• Around chemicals, fumes and or odor hazards
• Around dust and or mite hazards

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

InnVest Hotels is an inclusive employer. As such, we welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We appreciate all applications, however only those applicants selected for an interview will be contacted.