Guest Experience Supervisor

6 months ago

Revelstoke, Canada VRGE Revelstoke by Bellstar Hotels & Resorts Full time

**Are you ready to join the adventure? We’re seeking talented individuals with a passion for excellence in guest services. VRGE Revelstoke is a multi-faceted space where guests can check-in, connect with friends or grab a bite while lounging in the comfort of our beautifully designed lobby and well-appointed guest rooms.**

Your role is to act as a guide through the VRGE Revelstoke and LUFT Café & Bar experience ensuring each guest receives quality service and dedication through the superior maintenance of the property.

VRGE Revelstoke associates are able to create a memorable and lasting impression whereby every guest is greeted and addressed with the utmost energy and friendly demeanor, provided with detailed direction and assistance, and ensured they receive fast and efficient service. At VRGE Revelstoke, we “think like a guest, and act like an owner”. We are looking for team members who try to make every stay an unforgettable experience for our guests.

**The Guest Experience Supervisor role may be for you if**:
You can see potential in others, and work to bring it out. You are a natural leader and enjoy coaching others to reach a common goal. You are friendly, patient, and calm under pressure. You love taking on challenges and finding solutions. You communicate clearly, speak well, and have an excellent knowledge of the area as well as our hotel facilities and services. If this sounds like you, we can’t wait for you to join our team

**Guest Experience Supervisor Key Roles**:

- Being enthusiastic, professional, and hospitable while providing correct and compelling tourist and destination information to guests and owners when required
- Being knowledgeable of all hotel facilities and services
- Ensuring the highest level of guest service through adhering to all processes and standards
- Assisting with all aspects of the daily operations of the guest service areas including LUFT
- Assisting in building, retaining, engaging, and empowering a strong service orientated team who contribute to a positive working environment
- Sharing extensive knowledge on menu and ingredient nutritional qualities
- Executing menu items by managing food and beverage quality, portion control and presentation through 100% recipe adherence
- Answering phone calls and processing check in and check out according to VRGE Revelstoke procedures
- Adhering to the financial plan and budget for the department
- Supervising performance of the department and employees through effective KPI indicators, goal setting and targets
- Working closely with the Rooms Experience team to manage room cleanliness and preparation for arrivals
- Supporting the monitoring of all departmental related costs including labor, inventory, and maintenance
- Assisting with the hiring, training, and performance evaluation of department associates
- Various administrative tasks including inventory, scheduling, invoicing, and ordering
- Constantly seeking out ways to improve guest service and increase guest satisfaction
- Graciously handle all guest concerns in a professional and timely manner, escalating them to the Guest Services Lead and/ or General Manager when required
- Maintaining confidentiality of all guests and information
- Following all legislative requirements and internal standards, policies, and procedures while upholding the company’s core values
- Other relevant and related duties as assigned

**Competencies**:

- **Collaborative**: Focused on success of the team not the individual
- **Passionate**: Provides exemplary guest service and aims to builds relationships
- **Knowledgeable**: Provides clarity to guests about accommodations or food and beverage inquiries with the ability to make intuitive suggestions based on guest preferences
- **Entrepreneurial**: Demonstrating personal initiative, unwavering determination, and proactive measures to achieve the utmost guest satisfaction, all while advancing VRGE Revelstoke’s business objectives.
- **Organized**: Can effectively move between tasks and prioritize appropriately between execution, operational tasks, and cleanliness

**Job Requirements**:

- Ability to prioritize and stay organized in a high-paced environment
- Fluency in English with excellent communication skills and the ability to follow written and verbal instructions as well as connect with a variety of stakeholders
- Confident in striking up conversation and connecting with guests in a positive and upbeat manner
- Ability to work flexible hours including mornings, days, evenings, nights, weekends, and holidays
- Strong leadership skills with the ability to plan, organize, delegate and inspire
- Strong customer service skills with the ability to build and maintain professional relationships
- Required certifications to responsibly serve alcohol (based on your province)
- Proficient knowledge of computers, including using Microsoft Office Suite, Customer Relationship Management technology such as Delphi, Salespro and Tripl

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