Guest Service Supervisor

5 months ago

Whistler, Canada Westin Resort and Spa Whistler Full time

**Start Your **Journey With Us**

**WESTIN**
- At Westin, everything we do is designed to help our guests be at their best, and they appreciate our supportive attitude, anticipatory service, and extensive knowledge on how to assist them throughout their stay. We are looking for dynamic people who are excited to join our team of hospitality professionals. Are you ready to jump into any situation and give a helping hand? If you’re someone who has is positive, adaptable, and intuitive, with a genuine interest in the well-being of others around you, we invite you to discover how you can thrive at Westin.

**The Impact You’ll Make**:
Our Quality Keepers know that the countless small details end up making a big impression on our customers. It is their organization, attention to detail and overall care for their work that reinforces our position as the world’s leading hospitality company.

The Guest Service Supervisor oversees the supervision of the Service Express Department, which includes the command center, front desk, bell services and valet team. Ensure the Westin standards are being adhered to with our service levels and abide by all Westin and Marriott standards, policies and procedures

**The Wellness you Deserve**:

- We’ll support you in and out of the workplace by offering:

- Team-spirited coworkers & encouraging management
- Learning and development opportunities
- Reward and Recognition Programs
- Staff Accommodation (based on availability)
- Enjoy Discounted Hotel stays with Marriott ‘Explore’ Program
- Complimentary Staff Meal

**What we are looking for**:

- A warm, people-oriented demeanor
- A team-first attitude
- Inspired to help and interact with others

**Position Requirements**:

- Council, coach, and motivate the Service Express Team
- Prepare the associates for future positions, challenge them to achieve more
- Assist the Service Express Manager/Guest Services Managers
- Assist with duties and responsibilities of Service Express Agents and Attendants: answer phones; guest check-ins/outs; Front Desk duties; In Room Dining preparation and delivery
- Assign room according to guest request and preferences whenever possible
- Pre-register designated guests and prepare key packets.
- Organize and coordinate check-in/pre-registration procedures for arriving groups.
- Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff
- Confirm reservations and cancellations
- Review out-of-order rooms daily
- Ensure rates match market codes and document exceptions
- Verify and adjust billing for guests.
- File guest paperwork or documentation
- Set up/process all guest check-ins/check-outs
- Activate room keys
- Identify any over-commitments
- Perform duplicate reservation checks, block rooms
- Run daily reports and secure valid payment
- Follow up with guests to ensure their requests or problems have been met to their satisfaction
- Receive, record, and relay messages accurately, completely, and legibly
- Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Serve as a departmental role model
- Develop and maintain positive working relationships with others; support team to reach common goals
- Comply with quality assurance standards
- Use Microsoft Office, Lightspeed, Micros
- Set a good safety example
- Enter and locate information using computers and/or PMS (Property Management Systems)
- Perform other reasonable job duties as requested by Management
- All other duties as assigned

**Skills & Experience**:

- Leadership and supervisory experience preferred
- Strong communication skills, both verbal and written, and a passion for dealing with and emotionally connecting with others
- Must be able to build and maintain credibility and relationships with customers (internal and external)
- Ability to access, input, analyze and retrieve information from computers
- Detailed knowledge of Whistler area and available services
- Minimum of two years' experience in a customer service environment
- Previous experience in a similar role in a similar size/type of property

**General Requirements**:

- Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette Coordinate tasks and work with other departments
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets
- Comply with WRS’s Occupational Health and Safety Program and the Regulations of WorkSafeBC
- Must be able to lift to 15 lbs. on a regular and continuing basis
- Stand, sit, or walk for an extended period of time
- Ability to provide a satisfactory criminal record check

**Health & Safety**:

- Health & Safety

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