Guest Services Supervisor

4 months ago


Whistler, Canada Blackcomb Springs Suites Full time

The Guest Services Supervisor is responsible for supervising the Guest Services team including Guest Service Agents, and Night Auditors. A GSS provides leadership, direction, and guidance to the team, ensuring the guests receive the highest level of service.

**Job Duties and Responsibilities**:

- Supervises, trains, and manages performance of front desk staff.
- Ensures each guest is provided with the best possible experience, utilizing tools and techniques provided by the Guest Service Manager.
- Remains calm and alert during emergencies, heavy workloads, and other complications.
- Fields guests’ complaints and inquiries while developing and negotiating the most effective solutions.
- Assists the GSM in verifying and confirming all incoming OTA and third
- party reservations for accuracy, rate, payment structures and deposits as required.
- Assists the GSM and GM in revenue yielding management meetings.
- Perform the duties of a Guest Service Agent or Night Auditor as required.
- Support and manage the signature training program for the department including reviewing calls, coaching team members, and performance managing when necessary.
- Provide property site tours to potential guests with accurate knowledge of property details and services.
- Ability to communicate efficiently between Guest Services Department and all other hotel departments to assure the highest level of Guest satisfaction.
- Conduct performance reviews and performance management when required.
- Complete daily checklists and clearly communicate through daily pass on with colleagues.

**Prerequisites**:
**Education**:
A post secondary education in hotel management is an asset. Must have excellent verbal, written and computer system skills.

**Experience**:
Must have a minimum of 3+ years of experience as a supervisor and previous experience as a Front Desk Agent or Night Auditor in a Hotel.

Pay: From $23.63 per hour

Expected hours: 40 per week

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person



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