Guest Experience (Guest Services Supervisor) - Seasonal

HVMG; Rossland; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading hospitality company in British Columbia is seeking a Guest Services Supervisor to oversee the Guest Services team and ensure exceptional guest experiences. Responsibilities include supervising daily operations, leading outdoor activities, and maintaining guest satisfaction. The ideal candidate should have strong leadership skills and knowledge of local outdoor attractions. This role provides the opportunity to work in a vibrant environment focused on guest satisfaction.

Qualifications

• Outgoing, passionate about providing exceptional guest experiences.
• Strong knowledge of local outdoor attractions.
• Ability to lift and carry luggage and equipment up to 75 lbs.

Responsibilities

• Lead and supervise the Guest Services team.
• Deliver exceptional customer service to guests.
• Organize and lead outdoor activities for guests.
• Ensure safety during outdoor activities.
• Handle guest requests and maintain a clean area.

Skills

Customer-focused approach

Strong leadership skills

Excellent communication skills in English

Ability to multitask

Problem-solving skills

Ability to handle outdoor activities

Job description

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 also 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.

Here is what you will be doing each day

• Supervision and Leadership:

  • Lead and supervise the Guest Services team, ensuring daily responsibilities are completed to the highest standards.
  • Assist in scheduling, training the team members.
  • Act as the main point of contact for the team ensuring seamless guest interactions.

• Guest Interaction and Satisfaction:

  • 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.
  • Assist in resolving guest issues promptly and professionally, escalating concerns when necessary.

• Outdoor Activities Leadership:

  • Organize and lead outdoor activities such as guided hikes, snowshoeing, and other seasonal programs for guests, ensuring a safe and enjoyable experience.
  • Promote outdoor programs, providing guests with information about the hotel’s offerings and the local area, including Red Mountain and Rossland.
  • Collaborate with the Ski Concierge team and other departments to enhance guest participation in outdoor activities and events.

• Hotel and Resort Knowledge:

  • Maintain up-to-date knowledge of all hotel facilities, services, and local activities, including ski hill operations and outdoor recreation.
  • Communicate hotel policies, hours of operation, and local recommendations to guests.

• Team Coordination and Communication:

  • Ensure smooth handover between shifts, maintaining a proper shift log for effective communication.
  • Assign daily tasks to the Guest Services team, monitor performance, and encourage improvement.
  • Support and assist with the training of new team members.

• Administrative and Operational Support:

  • Handle guest requests for transportation, valet services, and special services like equipment rentals and deliveries.
  • Maintain a clean and organized guest services area, including the lobby and outdoor activity stations.
  • Monitor hotel occupancy and make staffing adjustments as required.

• Safety and Security:

  • Ensure that all safety guidelines are followed during outdoor activities and guest interactions.
  • Respond quickly and effectively to any emergency situations that arise, remaining calm under pressure.
  • Adhere to hotel safety protocols, particularly with regard to outdoor excursions and use of equipment.

• Other Duties:

  • Perform other job-related tasks as assigned.
  • Provide support for on-site guest programs, including the winter guest entertainment program and lending stations for outdoor gear.

Who We’re Looking For

Customer-Focused Individuals: Outgoing and passionate about providing exceptional guest experiences

Communication and Interpersonal Skills: Excellent verbal and written communication skills, coupled with strong interpersonal abilities

• Strong leadership skills with the ability to motivate and guide team members.
• Excellent communication skills in English, both verbal and written.
• 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.
• Ability to drive vans and automobiles, with a valid driver’s license and an excellent driving record.
• Ability to lift and carry luggage and equipment, up to 75 lbs.

Join our vibrant team at The Josie Hotel as a Guest Services Supervisor and play a pivotal role in curating memorable experiences for our guests. Apply now to become a part of our dynamic team!

At Crescent Hotels & Resorts we strive to create a great placeto work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.