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Guest Services Lead

3 months ago

Chilliwack, Canada Coast Hotels Full time

At Coast Hotels, we pride ourselves on our core values and commitment to our team members. As a growing brand in the hospitality sector, we are dedicated to fostering a culture that emphasizes leadership accountability and the professional development of our Ambassadors.

The Front Office Supervisor plays a crucial role in ensuring the success of our hotels by upholding exceptional Guest Services standards at the front desk. This position involves anticipating guest needs and delivering friendly, efficient, and outstanding customer service throughout all interactions.

Key Responsibilities:

  1. Exemplifies a strong customer service orientation with both internal and external stakeholders, actively listening to and understanding guest needs, proactively addressing concerns, and seeking opportunities to surpass guest expectations.
  2. Oversees front desk operations, managing administrative tasks such as guest check-ins and check-outs, resolving guest issues, and coordinating group and tour arrivals and departures.
  3. Reviews the daily arrivals list, checking for VIP notes and special requests, while monitoring work quality and providing constructive feedback on operational standards.
  4. Communicates objectives clearly to team members and other leaders within the organization.
  5. Conducts quarterly reviews of departmental plans and performance to identify improvement areas that enhance business outcomes and uncover growth opportunities.
  6. Performs additional duties as assigned.
Required Skills and Experience:
  1. 1-3 years of relevant experience in the hospitality industry.
  2. Bachelor's Degree or Diploma in Hospitality Management or a comparable combination of education and experience.
  3. Exceptional communication skills, both written and verbal, along with strong customer service abilities.
  4. Proven capability to lead and inspire team members.
  5. Effective problem-solving and conflict resolution skills to address issues within the department.
  6. Understanding of how various business areas interact and the impact of one’s own role on the overall operation.
  7. Experience in fast-paced customer service environments.
  8. Embodies Coast's core values and thrives in a culture of accountability.
  9. Willingness to work a flexible schedule, including evenings, weekends, holidays, and occasional overnight shifts.

Coast Hotels provides a comprehensive benefits package, including competitive wages, employee discounts, training and development opportunities, and pathways for career advancement.

Coast Hotels is an Equal Opportunity Employer. We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.

Experience the difference at Coast Hotels.