Guest Experience Supervisor

Work for one of Canada’s most unique destinations and check off a bucket list job. At Tyax Lodge we guide our guests through unparalleled winter and summer experiences. Immerse into a world class lodging experience and outdoor adventures, exploring seasonal or long-term employment opportunities with a family size company highly committed to putting its employees first. Join a team of professional individuals with a passion for providing exceptional guest experiences and an enthusiasm for outdoor recreation.

WHAT’S IN IT FOR YOU:

- End of season bonus
- Subsidized, modern shared townhouse-style accommodation with beautiful mountain views
- Complimentary transfers at the start and end of season
- Opportunities to go heliskiing for free
- Complimentary rentals of snowshoes and cross country gear
- Three meals per day served in employee cafeteria
- Employee use of our spa facilities and a 24-hour access to our full gym, based on availability
- Discounts on branded outdoor clothing: Arcteryx, Icebreaker and more
- Employee events
- Be part of a fun and welcoming diverse team from all over the world
- Put money aside for your travel plans and at the same time experience the amazing Canadian wilderness

As a Guest Experience Supervisor at Tyax, you play a key role in ensuring seamless guest experiences. The Guest Services is our central hub of lodge operations. You will be expected to provide exemplary service to all guests at all times while maintaining and exceeding the service standards set by Tyax Lodge and Heliskiing. This dynamic role includes duties within reservations, all guest services related matters, overseeing our spa, training and occasionally assisting other departments. This is a hands-on role and superior communication skills are a must. The Guest Experience Supervisor is responsible for ensuring that every aspect of a guest’s experience exceeds expectations. You will report to, and work closely together with the Lodge Manager.

RESPONSIBILITIES:

- Oversee daily operations of the guest services, reservations and spa department
- Lead a team of 3-5 employees, including scheduling, quality assurance, coaching and guidance and performance managing. Interviewing and hiring within the department.
- Set and maintain a high level of guest service. Lead by example.
- Fully versed and able to execute all aspects of the company service recovery procedure.
- Respond to guest requests promptly, collaborate with the Tyax team and follow up efficiently to elevate guest satisfaction
- Respond to guest feedback
- Ensure all guest inquiries are handled in accordance with company standards, and oversee that the Guest Services and Spa team consistently adheres to these guidelines
- Be able to execute and cover all Guest Services duties: check-ins, check-outs, reservations, changes, cancellations, allocation of rooms, campsites and chalets.
- Provide daily and weekly reports on forecasted guest numbers and lodge activities, ensuring timely communication with relevant departments.
- Conduct reservation audits, ensuring all relevant information is entered in our system.
- Producing and tracking gift certificates
- Processing reservations payments
- Maintain organization of company documents, office supplies and ensure both digital and physical workspaces remain orderly and tidy.
- Managing lodge’s daily cashouts and rectifying discrepancies
- Administer the POS system and oversee gift shop sales, notifying the Lodge Manager when stock in our gift shop is low. Responsible for inventory count of the gift shop, spa and stationary.
- Maximize efforts towards productivity, identify problem areas and implement solutions.
- Oversee the departments’ timesheets and assist in payroll revision on a bi-weekly basis
- Work with the Housekeeping team on our lost & found tracking.
- Guest room inspections prior to check-in, delegate to the Guest Service and other team members as needed.
- Oversee the departments’ timesheets and assist in payroll revision on a bi-weekly basis.
- Support other team members and departments when required.
- Other duties and projects as assigned by the Lodge Manager.

QUALIFICATIONS & ATTRIBUTES REQUIRED:

- Previous experience in the travel or hospitality industry.
- Management experience.
- Post-secondary education: college or Bachelor’s degree.
- Positive, energetic and dynamic personality.
- Proven guest services experience with a friendly demeanor.
- Ability to problem solve and make decisions.
- Ability to carry out company policies under pressure while maintaining professional and calm demeanor.
- Exceptional guest service standards.
- Must have strong computer experience including but not limited to: Microsoft Windows, Excel, Word.
- Able to lead a team.
- Outstanding communication skills.
- Property management system knowledge is a strong asset.
- Google documents experience an asset.
- Second language skills are an asset, especially German and French.
- Proven ability to work within a team.
- Professional presentation and personal grooming standards are a must.

PHYSICAL DEMANDS:

- May be required to be on your feet for extended periods of time

Visa Requirements: Must be legally eligible to work in Canada.

Note: Due to the nature of our business all members of the team may be required to take on additional responsibilities at times to ensure an exceptional guest experience.

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