Hotel Supervisor / Operations Supervisor at Victoria Waterfront Hotel & Resorts

Job Summary

• The Hotel Supervisor oversees day-to-day operations during assigned shifts, ensuring seamless communication between departments, high employee morale, and an exceptional guest experience.
• This role combines team leadership, administrative tasks, and hands-on crisis management to maintain hotel brand standards and optimize revenue.

Key Responsibilities & Duties
Shift Leadership & Team Management:

• Supervise Operations: Oversee Front Desk agents, Housekeeping staff, and Guest Services teams during daily shifts.
• Scheduling & Attendance: Manage shift schedules, assign daily task lists, and coordinate coverages for sick leave or peak hours.
• Training & Coaching: Conduct daily pre-shift briefings. Onboard and train new hires on Property Management Systems (PMS) and brand service cultures.
• Performance Monitoring: Provide continuous feedback to staff, ensuring uniform compliance, grooming standards, and adherence to standard operating procedures (SOPs).

Guest Relations & Issue Resolution:

• Escalation Control: Act as the primary point of contact for complex guest complaints. Resolve billing errors, room issues, or service delivery failures with empathy and quick, decisive problem-solving.
• VIP Tracking: Coordinate arrival details, special requests, and room amenities for VIP guests and corporate accounts.
• Feedback Auditing: Monitor online guest reviews and internal satisfaction scores to implement proactive service adjustments.

Room & Quality Inspections:

• Cleanliness Spot-Checks: Collaborate with the Housekeeping Inspector to review ready rooms and public spaces (lobby, business center) for elite presentation.
• Maintenance Reporting: Log building or room deficiencies into maintenance software and coordinate urgently with the Engineering team for fast turnarounds.

Financial & Administrative Control:

• Audit Compliance: Review shift cash drops, reconcile front desk ledgers, and ensure proper processing of group billing and credit limits.
• Inventory Control: Track front desk and guest amenity stock levels; submit ordering requests to maintain operational baseline.
• Upselling: Drive shift-level revenue goals by encouraging staff to pitch room upgrades and property amenities.