Guest Service Supervisor

Renaissance Edmonton Airport Hotel; Edmonton; On-site; CAD 41,000 - 51,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Travel program discounts

Free parking or transit reimbursement

In-house management training program

Quarterly work events

On-demand pay system

50% discount on food & beverage

Job summary

Renaissance Edmonton Airport Hotel is seeking a Guest Services Supervisor to lead the Front Office team, ensuring guest satisfaction and adherence to Renaissance standards. The role involves supervising, developing staff, and maintaining knowledge of hotel services and pricing to deliver exceptional guest experiences.

You will supervise shifts, support performance management, and strive to meet LQA and GSS goals while delivering engaging guest service and ensuring confidentiality and safety

Qualifications

• High school diploma or GED with at least 2 years in a management or supervisory role in a hotel.
• Alternatively, a 2-year degree in Hotel and Event Management with 2 years in a management role.

Responsibilities

• Supervise, monitor, and develop front office team performance and onboarding.
• Ensure knowledge of hotel products, services, facilities, events, pricing, and policies.
• Recognize and enroll Marriott Rewards Elite guests and maintain guest relationships.
• Monitor room inventory and guest credit limits across shifts.
• Maintain LQA and GSS goals and ensure clear communication with guests and staff.

Skills

Communication

Training

Performance management

Adaptability

Customer focus

Team leadership

Work standards

Education

High school diploma or GED

2-year Hotel & Event Management degree

Job description

Job Description

WHAT WE ARE LOOKING FOR

Hey there! Looking for a fun and exciting role with great perks? Look no further!

We're looking for a Guest Services Supervisor who can embody the Marriott philosophy of \"Take care of your associates, and they will take care of your guests.\" This is a permanent, full-time salaried position (minimum 40 hours per week) paying $46,000 a year. As a leader in our industry-leading lifestyle brand, you'll oversee all areas within the front office department by supervising, monitoring, and developing your team members, ensuring they have current knowledge of hotel products, services, facilities, events, and pricing.

In addition to all of that, you'll welcome and acknowledge all guests according to Renaissance standards, anticipate and address their needs, and thank them with genuine appreciation. You'll also monitor room inventory and guest credit limit throughout all shifts, and maintain LQA and GSS goals, while also maintaining employee engagement.

WHAT YOU NEED TO KNOW ABOUT THE JOB

As a Guest Services Supervisor, your main responsibilities are:

• Supervise, monitor, and develop team member performance, including scheduling, counseling, evaluations, performance management, and recognition. Train and onboard new ambassadors.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and local area information.
• Recognize and appreciate Marriott Rewards Elite level guests; enroll new guests in Marriott Rewards.
• Welcome and acknowledge all guests according to Renaissance standards, assist individuals with disabilities, and thank guests with genuine appreciation.
• Monitor room inventory and guest credit limits throughout all shifts.
• Oversee all areas of the Front Office, including front desk, delighted to serve, bell and navigator desk, and concierge lounge.
• Maintain LQA and GSS goals by adhering to quality expectations and standards.
• Communicate with guests, fellow ambassadors, and management using clear and professional language.
• Develop and maintain positive working relationships with others and respond appropriately to concerns.
• Follow all company and safety policies; report accidents, injuries, and unsafe conditions; complete safety training and certifications.
• Facilitate proper emergency evacuation procedure with all departments of the property.
• Ensure uniform and personal appearance is clean and professional in accordance with R Image
• Available to cover morning, afternoon, evening and overnight shifts as required by Front Office Manager
• Maintain confidentiality of proprietary information, and protect company assets.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by the Front Office Manager.

WHAT YOU NEED TO BE CONSIDERED

To be considered for this role, you should have a high school diploma or GED and at least 2 years of experience in a management or supervisory role within a hotel. Or, if you have a 2-year degree in Hotel and Event Management or a related major, you should have 2 years of experience in any management role.

We're looking for someone with excellent communication skills, the ability to train and performance manage ambassadors, and a talent for building a successful team. You should also be adaptable, customer-focused, and have high work standards.

So, what are you waiting for? Come join our award-winning team and experience the excitement and fun of working with us!

WHAT’S IN IT FOR YOU

At Renaissance, we believe that taking care of our employees is just as important as taking care of our guests.

• you’ll enjoy a comprehensive benefits plan that includes medical and dental coverage, as well as life insurance.
• 80% of the cost is covered by the hotel for all single coverage.
• you’ll have access to our travel program, which offers discounted rates for Marriott hotels across the globe.
• free parking or 747 bus pass reimbursement.
• and, with our in-house management training program, you’ll have the opportunity to develop your skills and grow in your career.
• quarterly work events that are unlike anyone else's.
• and with our on-demand pay system, you can get paid whenever you want.
• our talented chefs cook up delicious meals for our staff every day, so you don’t have to worry about your meals!
• You and your friends can also enjoy a 50% discount on food and beverage at our hotel.
• plus, our quarterly talent rallies offer food and entertainment for all employees.

But the best part of working at Renaissance? You'll be a part of an award-winning team that values your contributions and recognizes your hard work. Come join us and see for yourself why Renaissance is the place to be!