Guest Experience (Guest Services Supervisor)

Crescent Hotels & Resorts; Rossland; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading hotel management company is looking for a Guest Services Supervisor to lead a team and ensure exceptional guest experiences. The role involves organizing outdoor activities, resolving guest issues, and maintaining high service standards. Applicants should have strong leadership skills, excellent communication abilities, and a passion for customer service. Join our dynamic team to create memorable experiences in a vibrant hotel environment.

Benefits

Highly competitive wages

Exceptional benefit plan

RRSP matching

Flexible scheduling

Discounts with Crescent properties

Discounts with Marriott properties

Qualifications

• Strong leadership skills with the ability to motivate and guide team members.
• Excellent verbal and written communication skills in English.
• Valid driver’s license with an excellent driving record.

Responsibilities

• Lead and supervise the Guest Services team, ensuring high standards.
• Organize and lead outdoor activities like guided hikes and snowshoeing.
• Deliver exceptional customer service and resolve guest issues promptly.

Skills

Customer service orientation

Leadership skills

Outdoor physical activities

Communication skills

Multitasking ability

Problem-solving skills

Job description

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to and proud of the exceptional experiences we provide for our guests. We believe our Associates are the shining stars of what we do and we encourage you to bring your true self to work every day. We celebrate you and support your career journey with health & wellness programs, strong learning and development, and travel discounts that feed your inner explorer. We work hard to create and deliver what YOU need. You belong. We care. Shine bright.

We are looking for our next great team member to join us on our Guest Services Team. We offer:

• Highly competitive wages — an hourly range of $24.
• Exceptional benefit plan for eligible associates and your family members
• RRSP matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important
• Discounts with Crescent managed properties in North America for you and your family
• Discounts with Marriott properties for you and your family

Are you looking for a job where you can make a positive impact on each guest's experience? Do you enjoy providing exceptional customer service and creating memorable moments? If so, we have the perfect opportunity for you as a Guest Services Supervisor.

Job Overview

As the Guest Services Supervisor, you will assist in leading the Guest Services team to deliver exceptional guest experiences. This role involves overseeing daily operations, supervising team members, and ensuring guest satisfaction at all touchpoints, including outdoor activities. You will be responsible for facilitating outdoor hikes and snow activities with guests, promoting the hotel’s outdoor programs, and providing hands-on leadership in both front-of-house and outdoor settings.

Responsibilities

• Lead and supervise the Guest Services team, ensuring daily responsibilities are completed to high standards.
• Assist in scheduling and training team members; act as the main point of contact for the team to ensure seamless guest interactions.
• Be the first and last point of contact for guests, delivering exceptional customer service and maintaining high satisfaction levels.
• Coordinate and participate in guest check-ins, check-outs, and luggage handling; resolve guest issues promptly and professionally, escalating concerns when necessary.
• Organize and lead outdoor activities such as guided hikes, snowshoeing, and other seasonal programs; promote outdoor programs and local area information (including Red Mountain and Rossland).
• Collaborate with the Ski Concierge team and other departments to enhance guest participation in outdoor activities and events.
• Maintain up-to-date knowledge of hotel facilities, services, and local activities, and communicate policies, hours of operation, and recommendations to guests.
• Ensure smooth handover between shifts; monitor performance, assign daily tasks, and support training of new team members.
• Handle guest requests for transportation, valet services, equipment rentals, and deliveries; maintain a clean and organized guest services area.
• Monitor hotel occupancy and adjust staffing as required.
• Ensure safety guidelines are followed during outdoor activities and guest interactions; respond promptly to emergencies and adhere to safety protocols.
• Perform other job-related tasks as assigned and support on-site guest programs, including winter guest entertainment and lending stations for outdoor gear.

Who We’re Looking For

Customer-focused individuals who are outgoing and passionate about providing exceptional guest experiences.

• Strong leadership skills with the ability to motivate and guide team members.
• Excellent verbal and written communication skills in English.
• Ability to handle outdoor physical activities such as hiking and snowshoeing.
• Strong knowledge of local outdoor attractions, including Red Mountain and surrounding areas.
• Ability to multitask and manage guest requests in a fast-paced environment.
• Problem-solving skills with a focus on guest satisfaction.
• Valid driver’s license with an excellent driving record; ability to drive vans and automobiles.
• Ability to lift and carry luggage and equipment up to 75 lbs.

Does this sound like you? Join our vibrant team at The Josie Hotel as a Guest Services Supervisor and help curate memorable experiences for our guests. Apply now to become part of our dynamic team. Crescent Hotels & Resorts is committed to creating an inclusive environment that respects differences and promotes diversity, equity, and inclusion through ongoing training, recruitment, and promotion of diverse talent.

Save this job