Royal Service Supervisor

What you will be doing: Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:Supervise and support the day to day functions of the Royal Service department including guidance of team members, management of daily checklists, report generation and flow of workload. Ensure all service standards are followedHandle guest compliments and complaints to ensure exceeding guest expectations, reacting quickly, tracking, recovering guest and notifying proper areas to guarantee memorable moments for our guestsResponsible for all PBX functions in the hotel, inbound, internal calls, voicemail, etc, coordinating repairs with local providers and engineeringFlexible work hours as dictated by business levels.Special attention to VIP guests, amenities coordination and PreArrival team.Maintain close liaison with operational departments in particular Housekeeping, laundry, Front Desk, Concierge, Engineering and ReservationsDevelop, plan and implement training programs, coaching sessions and LQA auditsAssist in the selection process of new colleagues and identify areas to develop and promote high potential colleaguesHave an understanding of group telecommunication requests and concerns, and the ability to prioritize these requests and ensure they get resolvedPropose and facilitate innovative, cost-effective guest experience enhancementsGenerate monthly telephone reportsHandles Group telephone requirements and billingCheck in phone lines for groups, labeling phones and direct bill for groupsOversee purchasing of office supplies in BirchstreetConduct Performance evaluationsSpearhead, participate and share results of SCORE/Kipsu action plans for problem resolutionSupport implementation of monthly department meetings to keep colleagues informed of standards and changes throughout the propertyMentor and coach team members; assist with training and team growthEnsure effective productivity of all Colleagues through staff scheduling and adhering to budget guidelinesManage the team's schedule, Timesaver and coast the team as neededCross train with Reservation Supervisor to assist with some duties/reports eg. TA commissions