Guest Services Supervisor

Old House Hotel; Courtenay; On-site; CAD 45,000 - 55,000; Full time

Job summary

A renowned hospitality venue located in Courtenay is seeking a Guest Services Supervisor. This full-time position includes leading the front desk staff, ensuring guest satisfaction, and billing management. Ideal candidates should have at least two years of supervisory experience in guest services, strong communication skills, and proficiency in Microsoft Office. The work location is in-person, and candidates must have legal permission to work in Canada. Benefits include extended health care and on-site gym access.

Benefits

Company events

Extended health care

On-site gym

Store discount

Dental care

Paid time off

Qualifications

• Minimum two years’ experience in a supervisory Guest Service position preferred.
• Previous Revenue Management experience preferred.
• Excellent skills in Microsoft Word, Excel, network systems required.

Responsibilities

• Support and participate in the training of new Guest Service Associates.
• Accountable for ensuring policies and procedures are adhered to.
• Support the Guest Services Manager in developing strategic plans.

Skills

Leadership

Customer service focus

Problem resolution

Attention to detail

Revenue management

Education

Minimum two years in supervisory Guest Service position

Excellent skills in Microsoft Word and Excel

Job description

The VISION

Always anticipating how to exceed our guests’ expectations, the Guest Services Supervisor is our champion of personalized anticipatory service!

Objective

As guest services supervisor you will be responsible for 1) creating and maintaining the highest level of customer satisfaction by providing the Old House Hotel’s unique brand of welcoming, efficient and courteous front desk service and West Coast hospitality; 2) overseeing the day-to-day activities at the front desks located in both hotel lobbies; 3) proactively liaising with your front desk associates and other department team members; 4) practicing personalized anticipatory service; and 5) supporting and contributing to a regenerative, caring, fair and enjoyable workplace environment.

Duties and Responsibilities

• Support and participate in the training of new Guest Service Associates, including feedback for quarterly performance reviews and probationary reviews of the guest services team as required.
• Accountable for ensuring that all policies and procedures are in place, adhered to, and continuously monitored to maintain accuracy.
• Support the Guest Services Manager (GSM) in developing and implementing strategic plans that are innovative, motivating, and address current market trends and forecasts.
• Provide leadership, training and support to department associates, with respect to all Guest Services processes.
• Practice highly strategic principles of revenue management by utilizing revenue management techniques that maximize occupancy and average rates while maintaining a high standard of guest service.
• Work with the GSM to prepare annual budget and ensure that the Front Office operates within the approved budgets through use of checkbook accounting and forecasting.
• Ensure that front‑of‑house standards, uniforms and par stocks are effectively maintained.
• Coach and lead associates in guest issue resolution processes, to ensuring they are resolved quickly and effectively.
• Motivate and coach GSA’s to maximize associate productivity and satisfaction.
• Promote and encourage inter‑departmental cooperation and communication so that customer service and overall guest satisfaction and Hotel teamwork are optimal.
• Review arrivals for accuracy and opportunities to enhance the guest experience.
• Ensure accuracy of room block assignments and review BEO’s while liaising with the Sales and Events Department.
• Demonstrate attention to detail regarding special requests, and VIP accommodations.
• Proactively work to ensure Hotel safety protocols which include controlled access to the building, key control and guest room security.
• Ensure timely and accurate processing/tracking of gift certificates.
• Ensure accuracy and standards of our RCI program.

This Individual Will

• Work evenings and weekends as needed
• Welcome challenging assignments that involve the pursuit of clear goals and objectives.
• Be an enthusiastic self‑starter who wants autonomy to work independently.
• Use their confidence, optimism and motivational skills to earn the admiration and trust of coworkers.
• Be well liked and relate well with both coworkers and customers.
• Have a confident and decisive approach with a desire to achieve clear results.

Preferred Education & Qualifications

• Minimum two (2) years’ experience in a supervisory Guest Service position preferred.
• Previous Revenue Management experience preferred.
• Excellent skills in Microsoft Word, Excel, network systems required.
• Strong abilities to prioritize tasks, meet all deadlines, and attention to detail and analytical skills are required.
• Excellent verbal and written communication skills required as are strong customer service focus and problem resolution skills.
• Excellent leader and coach who has a passion to bring out the best in their teammates and themselves.

Applicants who do not already have legal permission to work in Canada will not be considered.

Job Type

Full‑time, Part‑time, Permanent

Benefits

• Company events
• Extended health care
• On‑site gym
• Store discount
• Dental care
• Paid time off

Schedule

• Day shift
• Evening shift
• Every Weekend
• Holidays

Work Location

In person