Guest Services Supervisor

1 month ago

Banff, Canada Banff Collection by InnVest Hotels Full time

**THE COMPANY**:
Passion Drives Performance. InnVest succeeds because our people love what we do. Our entire team shares a deep-rooted passion for the world of hospitality & travel that extends far beyond the walls of our offices and locations.

Our company culture is built on collaboration. A nimble team where everyone has a voice at the table and an opportunity to pursue their passions. Our skill sets are as diverse as our portfolio, but we all have a singular focus: a belief that partnerships deliver the best results, an entrepreneurial approach to decision making, respect for others, a strong sense of integrity and a curiosity to challenge the status quo.

With over 75 hotels in our portfolio, representing 18 internationally recognized hotel brands, InnVest is the largest independent owner of hotels in Canada. In addition, our management team oversees the day-to-day activities of almost 70 hotels also making InnVest the largest independent operator of hotels in Canada. InnVest’s portfolio is geographically diverse with hotels from Vancouver, BC to Corner Brook, NL but also experientially diverse from roadside inns to luxury urban properties.

At InnVest, our mission is simple - to deliver outstanding guest experiences and superior returns on quality hospitality investment. A career at InnVest will provide you with unrivaled opportunities and invaluable exposure to Canada’s largest independently-owned and operated hotel portfolio.

**THE ROLE**:
The Guest Services Supervisor is responsible for guiding and training the Guest Services Agents to ensure that standards are being met consistently and company procedures are followed. The Supervisor takes full responsibility of the Front Desk area (including Concierge/Bell Desk) in the absence of the Operations Manager.

Encourage a friendly and professional atmosphere and ensure that all staff are properly guided and always supervised.

**ACTIVITIES**:
The duties and responsibilities for the Guest Services Supervisor include, but are not limited to the following:

- Key contact person for all GSAs inquiries, questions, concerns.
- Train all new employees in accordance with pre-determined standards.
- Knowledge of how to check guests into and out of the property management system.
- Must be fluent in all the Opera procedures related to day-to-day operations.
- Able to trouble shoot and correct invoicing errors and cash out imbalances.
- Confidently handle customer complaints and emergencies.
- Lead staff through appropriate example and display team spirit.
- Maintain a positive attitude and be prepared to accomplish duties in a fast-paced environment.
- Maintain task list and ensure GSAs complete their duties.
- Adhere to fire emergency plans and participate if an evacuation is necessary.
- Always follow security policies and procedures.
- Maintain clear communication with the Operations Manager and the Guest Service Agents.
- Periodically assume hotel operation responsibilities in the absence of the Operations Manager or General Manager.

**COMPETENCIES WE ARE SEEKING**:

- Experience in Guest Services, with a strong knowledge of Banff National Park and area.
- Excellent communication, guest service and up-selling skills.
- Team player and a self-starter, yet able to work independently.
- Ability to work effectively in a fast-paced and multi-tasked environment.
- Responsible and conscientious.

**Job Types**: Full-time, Permanent

Pay: $20.55 per hour

Additional pay:

- Overtime pay

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- On call
- Overtime
- Weekends as needed

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 2024-12-02

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