Guest Services Supervisor

About the role

We are seeking a Guest Services Supervisor to lead the Program Concierge Team and Guest Transportation Services. This position ensures outstanding service and hospitality, manages team processes, and resolves guest issues.

Responsibilities

• Ensure outstanding service and hospitality is provided to all resort guests and visitors.
• Answer inquires and arrange resort services for guests.
• Secure future, repeat guest reservations through suggestive selling techniques.
• Supervise daily shift processes to ensure adherence to standard operating procedures.
• Process resort, spa, and retail charges, ensure invoices are accurate, and manage payments and documentation.
• Recruit, train, direct, resolve issues/problems, coach, and counsel Guest Services team members.
• Resolve customer issues, complaints, and problems promptly and efficiently to maintain high guest satisfaction.
• Review guest preferences and special requests to ensure room assignments align with guest needs and exceed expectations.
• Build strong relationships and liaise with all other departments, especially housekeeping, maintenance, reservations, and programs.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by resort bank policy.
• Be alert to potential problems and proactively suggest/make corrections.
• Fill shifts within the Guest Services Department, including working as a Program Concierge and/or Driver as needed.
• Follow all guest safety and privacy procedures during check-in and ensure resort security by reporting suspicious activity.
• Other responsibilities and tasks as assigned by management.
• Takes responsibility in the absence of the Guest Services Manager.

Qualifications

• Minimum 2 to 3 years’ work experience as Front Office Associate in a resort or hotel setting.
• A High School Diploma or equivalent, with a degree or diploma in Hospitality Management being an asset.
• A valid driver’s license with a good driving record (less than 2 moving violations in the past two years).
• Schedule flexibility with ability to work weekends and holidays.
• Prior experience using Microsoft Word, Excel, and Outlook in an office setting.

Compensation

$20.00 - $23.00 per hour.