Room Supervisor (Metcalfe Hotel)

The Metcalfe Hotel delivers in Ottawa an understated luxury to world travelers by showcasing our rich building history and connecting to the current culture, community, and people that make Ottawa a lively 21st century capital city. Newly fully renovated and now part of the Gray Collection, our hotel is now entering a new era.

The Metcalfe Hotel is seeking a service-oriented individual to oversee the Rooms Division Departments, (Guest Services and Housekeeping) in the absence of the Department Managers, as well and act as Manager on Duty (MOD) while on shift. The Rooms Supervisor serves as a resource to the overall operations of the hotel by providing assistance and direction as needed. Energetic and passionate about guest service, the ideal candidate has a talent for problem solving, team motivation, strong leadership, and a drive for further development in our industry.

REPORTING TO: Front Office Manager & Housekeeping Manager

RESPONSIBILITIES

• Act as Manager on Duty and handle and resolve any challenges or emergencies that may arise;
• Open, lead, and represent the Housekeeping Department in the absence of the Executive Housekeeper;
• Supervise the performance of the Room Attendants, Housepersons, and general cleaning and take appropriate action to correct deficiencies;
• Monitor consumption of guest and cleaning supplies, as well as linen, in ensure proper par stock at all times;
• Coordinate management of the Front Desk, Night Audit, and Valet in concert with the Front Office Manager to ensure a smooth operation and the highest level of guest satisfaction and represent the Front Office Manager in their absence;
• Maximize room revenue through supporting revenue-management strategies set forth by management, and maximize inventory levels during high occupancy/sold out nights;
• Seek feedback on guest satisfaction in accordance with our service standards and philosophy of employee empowerment;
• Ensure all special requirements from guests are met or exceeded;
• Interact with guests to resolve complaints as well as to build relationships with guests;
• Respond to online reviews within 72 hours window;
• Monitor all cash floats and report any discrepancies for immediate action;
• Stay current on emergency procedures, including fire and emergency procedures. Train all employees to follow these procedures and promote a safe working environment by following all hotel safety measures and health & safety standards;
• Support the Front Office Manager and Executive Housekeeper to achieve effective staff planning, hiring, scheduling and adhering to budgeted parameters;
• Support your team members
• Foster a work environment that allows employees to achieve job fulfillment and encourage career development and contribute to the development of a strong team through active involvement in daily operations and through the development of a continually evolving workforce;
• Perform other duties as needed and special projects as assigned by management;

QUALIFICATIONS

• Hospitality diploma / degree or equivalent experience
• Previous hotel supervisory experience is a requirement
• Experience with Opera/Opera Cloud PMS is an asset
• Strong computer knowledge specifically with Microsoft Office
• Effective problem-solving skills
• Ability to work under pressure and multi-task
• Ability to motivate, coach, develop, and lead a team
• Ability to create a positive work environment
• Possess high work standards & sets high standards of performance for others
• Walking and standing are occasionally required; you must be able to exert a well-paced mobility to get to other departments in the hotel on a timely basis
• Knowledge of the city, its tourist attractions, and major routes
• A valid driver’s licence with a clean record (able to drive automatic and standard cars)
• Flexible schedule with availability on evenings and weekends
• Excellent communication skills, in English and French, both oral and written

BENEFITS

• Group insurance plan
• Group RRSP and DPSP (Deferred Profit-Sharing Plan)
• 50% employee discount in all our establishments for the employee and 3 guests
• Corporate culture that promotes employee appreciation
• Employee recognition events
• Company in full growth (perspective of evolution and personal development)