Guest Services Supervisor, Union Hotel

Welcome to Union Hotel, an independent and boutique space offering distinctive hospitality in the heart of downtown Toronto. We’re committed to rethinking the guest experience, breaking from convention, and offering something fun and memorable. Union Hotel puts hospitality at the forefront and intertwines the best of local throughout our rooms, artwork, decor, and food/beverage offerings.

We’re a hidden gem in plain sight.

What we are looking for

Union Hotel is currently seeking a Guest Services Supervisor to join our team. We seek to find Team Members who have a natural inclination towards going above and beyond, and who believe that small gestures can go a long, long way. We pride ourselves on delivering a unique experience to every Guest because we understand that every Guest is unique.

You’ll fit in and stand out if you have the below skills/capabilities:

• Efficient leader who can develop the skills of others and thrives in a fast-paced environment-maintaining composure and objectivity with guests and team members.
• Passionate about hospitality, guest experience and exploration
• 2+ years in a leadership role, preferably in the hospitality industry.
• Strong computer skills, with knowledge of Microsoft Office and Hotel Property Management Systems, bonus points for Maestro knowledge
• Organized, results-orientated, proven time management skills and ability to work under pressure.
• Effective communication skills, verbal and written.
• A curious and inquisitive thinker who is dedicated staying on top of hotel trends.

Just some of the reasons you’ll love being part of Union Hotel:

• Reward programs, travel incentives, and exploration credits that make us stand out from the crowd. 
• Walking distance from Union Station, you will love working in the heart and soul of the city. 
• Advocates for the independent thinker, Union Hotel strives to lift up our team members through professional development, mentorship, leadership training and educational support. 
• Recognition, awards and leadership training will support unlimited career potential and opportunities to grow and shine.
• A warm environment where diversity is valued, and individual aspirations are fulfilled.

Key Responsibilities

The Guest Services Supervisor is a strategic thinker, prioritizing collaboration and integrity above all else. They work with their team coordinate initiatives that optimize guest and team member satisfaction, product quality, revenue opportunities, and ensure the property’s ongoing competitiveness in the market. Are you the one for Union Hotel? 

• Demonstrate and promote a 100% commitment to providing exceptional experiences for our guests and team members.
• Ensure guests receive prompt, professional attention and personal recognition.
• Available to work days, nights, weekends, and/or holidays as required, including occasional Manager-On-Duty shifts.
• Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Ensures that the guest experience extends beyond- encompassing all other departments 
• Maximize total hotel revenues including but not limited to occupancy and increase RevPar on a daily basis in collaboration with the revenue management team,
• Maintain all policies and internal controls related to guest services operations to ensure the security of monies, credit and financial transactions, and guest security.
• Assist with recruitment, training, supervision, and discipline of Guest Services team members.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Schedule the staff within budgeted guidelines and provide the best coverage for service demands.
• Organize and maintain guest services records and equipment in accordance with hotel policy and control the inventory of front office supplies/forms.
• Perform other duties as assigned. 
• Ensures a smooth operation of the Guest Services in the absence of the Guest Services Manager
• Acts as a role model in the service vision and standards of the Guest Services Team
• Supervises the registration and check-out of guests including processing customer payments, and supporting team members as necessary;
• Supports in training the team on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions;
• Encourages teamwork and quality service through daily communication and coordination with other departments/ outlets. Key departmental contacts include Accounting, Revenue Management, Sales, Food and Beverage, Housekeeping, and Maintenance
• Verifies that accurate room status information is maintained and properly communicated
• Resolves guest problems quickly, efficiently, and courteously
• Assists with scheduling, payroll, coaching, performance management, hiring, performance reviews, and training for all Guest Services team members;;
• Performs other duties as assigned including assisting team members with their roles during peak periods.

If you are an experienced leader with a passion for hospitality, creativity and creating memorable guest experiences, we invite you to apply with your resume and cover letter.

The Serious Stuff

Union Hotel is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristics protected by law.