Guest Experience Supervisor

Tyax Wilderness Resort & Spa; Gold Bridge; On-site; CAD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Guest Experience Supervisor, where you will play a pivotal role in ensuring exceptional guest satisfaction. This dynamic position involves overseeing daily operations of guest services and leading a dedicated team, all while maintaining high service standards. You'll be the first point of contact for guest concerns, showcasing your superior communication and problem-solving skills. With a supportive and energetic environment, you will have the opportunity to make a significant impact on guest experiences. If you thrive in a fast-paced setting and are passionate about hospitality, this is the perfect role for you.

Benefits

Modern shared townhouse-style accommodation

Complimentary meals

Employee access to spa facilities

Use of watercraft and fat bikes

Qualifications

• Previous supervisory experience in Guest Services or similar.
• Ability to maintain exceptional guest service standards under pressure.

Responsibilities

• Oversee daily operations of Guest Services and Spa.
• Lead a team of 3-5 employees, including scheduling and coaching.
• Handle guest inquiries and manage room reservations.

Skills

Communication Skills

Problem-Solving

Leadership

Customer Service

Education

Post-secondary education in Tourism and Hospitality

Tools

Microsoft Windows

Excel

Word

Google Docs

Property Management Systems

Job description

Guest Experience Supervisor

The Guest Experience Supervisor is a key member of Tyax Lodge’s team, serving as the face of the company and supporting our Guest Service Agents and Spa Practitioners daily. This role ensures that every aspect of a guest’s experience exceeds expectations while supporting efficient business management. The supervisor is the first point of contact for escalated guest concerns, both on the phone and in person, with the authority to make decisions daily. This hands-on role requires superior communication skills.

YOUR LIFE AT TYAX:

• Modern shared townhouse-style accommodation with mountain views
• Complimentary transfers at the start and end of season
• Three complimentary meals per day
• Employee access to spa facilities and a 24-hour gym, based on availability
• Use of watercraft and fat bikes, based on availability

JOB HIGHLIGHTS:

• Oversee daily operations of Guest Services, Spa, and gift shop
• Lead a team of 3-5 employees, including scheduling, coaching, interviewing, and performance management
• Maintain high standards of guest service and professionalism, leading by example
• Execute all aspects of the company’s service recovery procedures
• Respond to guest reviews and feedback, communicating with the team and following up promptly
• Assist with addressing guest issues and special requests
• Handle guest inquiries following company standards in a timely manner
• Perform guest services duties such as check-ins, check-outs, reservations, and room management
• Manage room upgrades and blocks
• Coordinate weekly briefings and communicate effectively with other departments
• Organize company documents and update email templates as needed
• Manage daily cashouts and petty cash
• Administer POS system for gift shop sales and monitor inventory
• Oversee inventory counts for gift shop, spa, and stationary supplies
• Manage PMS system functions including guest accounts, rooming lists, reservation audits, and gift certificates
• Handle guest messages, reviews, and third-party payment reconciliations
• Process payments and optimize productivity, identifying and solving problems
• Work with Housekeeping on lost & found tracking
• Conduct guest room inspections and delegate as needed
• Support other team members and departments as required
• Oversee timesheets and assist with payroll revisions bi-weekly
• Perform other duties and projects as assigned by the Lodge Manager

QUALIFICATIONS & ATTRIBUTES:

• Post-secondary education in Tourism and Hospitality or equivalent
• Previous supervisory experience in Guest Services/Front Desk or similar
• Positive, energetic, and friendly demeanor
• Strong problem-solving and decision-making skills
• Ability to maintain exceptional guest service standards under pressure
• Proficient in Microsoft Windows, Excel, Word, and Google Docs
• Knowledge of property management systems is an asset
• Excellent communication and organizational skills
• Second language skills are advantageous
• Proven leadership abilities
• Professional appearance and grooming standards

PHYSICAL DEMANDS:

• May require extended periods on your feet

Visa Requirements:

Must be legally eligible to work in Canada.

Note:

Team members may be required to take on additional responsibilities to ensure an exceptional guest experience.