Front Office Supervisor

Join our amazing Elora Mill Hotel & Spa team working in a beautiful environment, surrounded by the sights and sounds of nature. Share your passion for hospitality and help us create incredible guest experiences!

The Front office Supervisor assists the Front Office Manager and the Assistant Front office Manager in the successful day-to-day operations of the hotel front desk. The Front Office Supervisor’s focus is supporting the guest experience and team productivity by directing team members as necessary to uphold service standards, office procedures, room sales and reservations.

What makes you the perfect candidate:

• You love providing luxury guest service and creating memorable guest experiences.
• You excel at problem solving and are always ready to tackle a challenge.
• You have 2-3 years of experience as a Guest Service Agent or in a related role.
• You enjoy being part of a team and thrive in a fast-paced environment.
• You are self-driven, take responsibility and set a high standard of service.
• You have a “G” class driver’s licence with a clean driving record.
• You are looking for a role that will provide the opportunity for personal and professional growth.

Duties and Responsibilities:

Daily Operations

• Well versed in the daily operations of the property including check-ins, check-outs and billing.
• Take responsibility for the Front Office in the absence of the Front Office Manager or Assistant Manager.
• Comfortable learning and jumping into all roles including Night Audit, Bell Person and Guest Service Agent as service and business needs require.
• Assist leadership team to introduce new SOPs, training, and property updates as they arise.
• Oversee weekly floral orders, ensuring that orders are captured correctly, and invoices are submitted accordingly.
• Liaise with housekeeping to support guest experience and health and safety when necessary.
• Uphold confidentiality as related to guests, team members and the business.
• Uphold IT security by strictly following security protocols.
• Confidently make guest recovery decisions following recovery guidelines, referring to a manager only when required. Ensuring proper documentation for tracking purposes and follow-up.
• Ensure opening and closing checklists are completed daily.
• Uphold and be an example of reservation standards.
• Develop an expert knowledge of Opera in order to support all team member queries.
• Make and answer a high volume of calls and emails, maintaining a rapid response rate according to agreed standards. Log communication, where required and maintain detailed and accurate records.
• Take ownership of the lobby area and guest floors, ensuring all areas are clean, safe and properly lit ready to welcome guests.
• Identify ongoing guest or team member challenges and discuss with management to ensure that they are addressed.
• Review reservations for details and accuracy, following up with team members for additional coaching when required.
• Oversee lost and found ensuring that items are properly logged, and guests are contacted correctly.

Team and Culture

• Play an active role in onboarding new team members, supporting their training journey.
• Support, train and coach Bell team and Guest Service Agents in their daily tasks.
• Make scheduling decisions when business needs arise (covering sick calls and adjusting shift scheduling where needed).
• Ensure that team members are meeting and exceeding guest expectations.
• Work collaboratively with all departments to ensure an elevated guest experience.
• Support the health and safety of the team.

Leadership

• Embody Pearle Hospitality’s core values: kindness, collaboration, quality, and perseverance.
• Champion Pearle culture by ensuring a high level of staff engagement and continual reinforcement of Pearle’s purpose – To create happiness through elevated experiences.
• Always act with integrity, honesty and ownership for decisions and actions.

Advantages to being part of the Elora Mill Hotel & Spa team!

• Competitive wages.
• Discounts at all Pearle Hospitality properties (restaurants, hotels and spas).
• Training and development to support personal & professional growth.
• Career opportunities across all Pearle Hospitality properties.
• A fun place to work with an amazing team & company culture!

Pearle Hospitality and affiliated companies, including Elora Mill Hotel & Spa, accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the hiring manager.

Job Types: Full-time, Permanent

Pay: From $24.00 per hour

Benefits:

• Dental care
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount
• Vision care

Schedule:

• Day shift
• Evening shift
• Weekends as needed

Application question(s):

• • Are you presently or have you ever been employed by any affiliated Pearle Hospitality properties? If YES, List location (ETT: Bardo, The Pearle Hotel & Spa, Cambridge Mill, Elora Mill Hotel & Spa, Ancaster Mill, Spencer's At The Waterfront, Whistle Bear Golf Club)

Experience:

• Gues Service: 2 years (preferred)

Work Location: In person