Front Desk Supervisor tại Samesun Toronto

1/2023 → 9/2026 (3 năm 8 tháng)

Toronto, Canada

Supervised a front desk team of six, coordinating daily operations across shifts, scheduling biweekly work shifts, and liaising with Housekeeping supervisors and Maintenance to keep rooms ready on time. Trained and onboarded 25 new front desk employees. Took part in performance evaluations and advised staff on career progression. Monitored guest feedback and service quality, personally resolving escalated complaints and emailing resolutions or compensation within 24–72 hours; built a long-term guest relationship. Reviewed pre-arrival requests and room allocations, controlled room blocking against booking requirements, and handled stay extensions and upgrade inquiries while balancing guests’ needs and room availability. Conducted regular property walks, filed maintenance and incident reports, and handed over open issues, special requests and upcoming events at every shift change. Completed approximately 1,500 monthly travel-partner booking reconciliations, applying Excel filters to identify discrepancies and cutting processing time from 1.5 weeks to 2–3 days. Implemented MEWS PMS’s filtering tools to run approximately 400 monthly credit-card checks on future reservations, cutting the work from hours down to 15–30 minutes, completed months in advance. Tracked competitor rates, occupancy and ADR trends weekly and reported findings to the General Manager. Held quarterly staff feedback sessions with the General Manager, discussed and proposed operational and policy changes with the team, and informed all staff of updates to keep procedures consistent across shifts.