Guest Services Supervisor (12-Month Contract) | Calgary Tower

Calgary Tower; Calgary; On-site; CAD 40,000 - 55,000; Full time

Benefits offered by this job

Benefits program

Job summary

Calgary Tower, owned and professionally managed by Aspen Properties, is hiring a Guest Services Supervisor. You will lead the daily Guest Services team, oversee front-of-house operations, and focus on guest experience programming, events, and scheduling for hourly staff.

This is a full-time, 12-month contract with shifts including days, evenings, weekends and holidays. A friendly, professional approach, strong communication, and teamwork are essential for success at our world-class attraction.

Qualifications

• Post-secondary education is required.
• 2–4 years supervisory experience in a customer service setting.
• Experience building schedules for an hourly team using scheduling software (e.g., Deputy).
• Experience planning, coordinating, or executing events.
• Hospitality, food & beverage, and/or tourism experience is an asset.
• Excellent verbal and written communication skills.
• Strong computer skills (Microsoft Office).
• Superior customer service and teamwork skills.
• Maturity, flexibility, integrity, punctuality and professionalism.
• A courteous, personable and engaging attitude.
• The ability to take initiative and multi-task.
• City of Calgary Police Information Check/Criminal Record Check.

Responsibilities

• Supervise the daily activities of the Guest Services team, including cash management, customer service, internal communications, and break and station coverage.
• Support the development and delivery of guest services programs, including service standards.
• Manage, coach, motivate, and enhance the skills of Guest Services Representatives.
• Manage staff orientation, training, and performance management.
• Act as liaison between visitors, staff, and management, reporting on operational issues and business development opportunities, troubleshooting and non-routine guest inquiries.
• Coordinate daily operation and troubleshooting of the POS systems and payment terminals.
• Coordinate crowd control procedures to direct guests in a safe and courteous manner.
• Coordinate special deliveries, hours of operation changes, seasonal decorations, etc.
• Champion team-building initiatives.
• Attend departmental meetings.
• Assist Senior Manager, Guest Experience with scheduling hourly team in our scheduling software and ensure coverage for events.
• Oversee events on shift, acting as on-site lead from move-in through wrap-up.
• Assist with planning and execution of special events and post-event debriefs.
• Support guest experience initiatives that create memorable moments for visitors.
• Support Tops and Retail operations during peak season with staffing coverage.

Skills

Customer service

Scheduling

Event planning

Communication

Team leadership

Initiative

Education

Post-secondary education

Tools

Deputy

Job description

The Calgary Tower is owned and professionally managed by Aspen Properties. At Aspen our Vision is to remain a highly respected boutique real estate company and employer of choice.We will continue to earn exceptional returns by adding value through ownership, management and development opportunities.

Through our Purpose, Aspen Properties is passionate about creating value for our team and community. We pride ourselves on our Core Values: Respect, Leadership, Integrity, Service Excellence and Teamwork. Through these core values, our employees are committed to a culture of honesty, open communication and accountability with high standards of professional and ethical conduct.

We offer a dynamic opportunity, with an excellent compensation and benefits program. We are a fun and professional environment that promotes and rewards learning, development and success. The Calgary Tower is an equal opportunity employer that values hiring and retaining a diverse workforce.

We are pleased to announce an immediate opening for a team and service-oriented leader to fill the Guest Services Supervisor role with the Calgary Tower. This is a 12 month contract with the potential to extend.

You’ll find a full listing and description for this and other Calgary Tower positions at www.calgarytower.com/careers.

Thank you for your interest in the Calgary Tower and Aspen team.

Position Summary:

Do you want to meet people from all over the world? Are you a friendly and outgoing person who loves Calgary? If you’re looking for an exciting opportunity, we want to meet you.

The Guest Services Supervisor oversees the daily activities of the Guest Services team and day-to-day operations of the Calgary Tower, reporting to the Senior Manager, Guest Experience. Along with front of house supervision, this role has a focus on guest experience programming, events, and scheduling assistance for the hourly team.

This is a full-time, 12 month contract with the potential to extend. Shifts include days, evenings, weekends and public holidays. Only candidates with 7-days-a-week flexibility will be considered.

Key Duties:

Primary Responsibilities – Guest Services Supervision

• Supervise the daily activities of the Guest Services team, including cash management, customer service, internal communications, and break and station coverage.
• Support the development and delivery of guest services programs, including service standards
• Manage, coach, motivate, and enhance the skills of Guest Services Representatives
• Manage staff orientation, training, and performance management
• Act as liaison between visitors, staff, and management, reporting on operational issues and business development opportunities, troubleshooting, and responding to non-routine guest inquiries
• Coordinate daily operation and troubleshooting of the POS systems and payment terminals
• Coordinate crowd control procedures to direct guests in a safe and courteous manner
• Coordinate special deliveries, hours of operation changes, seasonal decorations, etc.
• Champion team-building initiatives
• Attend departmental meetings

Secondary Responsibilities – Guest Experience & Events

• Assist the Senior Manager, Guest Experience with building and maintaining schedules for the hourly team in our scheduling software, ensuring appropriate coverage for daily operations and events
• Oversee events on shift, acting as the on-site lead from move-in and arrival through to wrap-up
• Assist with planning and execution of special events, including pre- and post-event inspections and debriefs
• Support guest experience initiatives that create memorable moments for visitors, such as special occasion opportunities, seasonal programming and personalized welcomes
• Support Tops (food & beverage concession) and Retail operations during peak season, including staffing coverage and product receiving, in coordination with the team
• Other duties as required

Competencies Required:

• Post-secondary education required
• 2-4 years supervisory experience in a customer service setting
• Experience building schedules for an hourly team using scheduling software (e.g., Deputy)
• Experience planning, coordinating, or executing events
• Hospitality, food & beverage, and/or tourism experience an asset
• Excellent verbal and written communication skills
• Strong computer skills (Microsoft Office Suite in particular)
• Superior customer service and teamwork skills
• Maturity, flexibility, integrity, punctuality, and professionalism
• A courteous, personable, and engaging attitude
• The ability to take initiative and multi-task
• City of Calgary Police Information Check/Criminal Record Check

While we appreciate all interest, only those candidates selected for an interview will be contacted.