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Guest Services Supervisor

4 months ago

Calgary, Alberta, Canada Resort of the Canadian Rockies Full time

We are looking to fill the position of Guest Service Supervisor at the RCR Calgary Office. If you're a strong leader who is great with people, this is the role for you You will be responsible for the supervision and operation of the Guest Services department, ensuring a smooth, profitable operation while providing unparalleled employee and guest experiences. Come join our team and enjoy perks such as discounts on lodging and lessons, endless ski/snowboard privileges, fun employee events, food and beverage discounts, and much more

You Will:

  • Establish and lead a high-performance Guest Service center to meet and exceed guest expectations
  • Establish and foster strong communication with Calgary and Resort based teams
  • Greet and assist guests in a manner that models exemplary conduct to other employees
  • Periodically monitor interactions of Guest Service Agents with guests to ensure quality control
  • Make sure all guests complaints are addressed and handled professionally leaving the guest with a positive resolution
  • Uphold company guidelines for deposits, payments, cancellations, and refunds
  • Assist with training and onboarding of new employees, as well as deliver ongoing coaching and mentoring for Guest Service Agents
  • Maintain accuracy of pricing, products, sale dates and more in various internal sales system
  • Carry out opening and closing procedures for Guest Service department, as well as maintain proper front desk staffing coverage at all times
  • Ensure resort programs and activities are communicated to all resorts, guests, and resort partners
  • Comply with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the health and safety program

You Have:

  • Previous customer service experience required, preferably in a supervisory role
  • 2-3 years of relevant experience in an office environment would be considered an asset
  • Proven track record of delivering exceptional guest service
  • Demonstrated ability to lead, coach and mentor a team of employees
  • Solid negotiator, comfortable with conflict resolution and people management
  • Excellent time management and prioritizing skills
    Ability to communicate effectively in both written and verbal formats
  • Must be a self-starter with a "can do" attitude. Strong ability to problem solve and find solutions
  • Previous experience with POS systems or eCommerce would be considered an asset
  • Proficient with Windows and Microsoft operating and office platforms
  • Must be punctual, reliable and have some flexibility in working hours (some evening and weekends required)
  • Computer work and ability to lift up to 30 pounds

Whether it's the mountain culture, passion for customer service, or just a love for skiing or boarding, Resorts of the Canadian Rockies is the place to work. We are an equal opportunity employer and look forward to hearing from all qualified applicants. We thank all applicants for their interest in Resorts of the Canadian Rockies; however only those candidates selected for an interview will be contacted. If you are interested in the position, please apply online with your resume and cover letter. Experience the Ultimate.