Guest Services Supervisor

1 month ago

Banff, Alberta, Canada Canadian Rocky Mountain Resorts Full time


PRIMARY FUNCTION



The Guest Services Supervisor plays a crucial role within the Front Desk and Guest Services division, assisting in the management and oversight of operations to guarantee outstanding service standards. This position entails leading and supporting Guest Service Agents and Bell/Shuttle personnel, ensuring smooth front desk operations, and upholding the highest levels of guest satisfaction.



REPORTS TO



Front Office Manager/Assistant Front Office Manager



HOURS



As required



DUTIES & RESPONSIBILITIES

  • Ensure the efficient execution of daily Front Desk operations in accordance with hotel policies.
  • Welcome all guests warmly at all times.
  • Act as Duty Manager in the absence of the Front Office Manager or Assistant Front Office Manager.
  • Assist the Front Desk team in resolving guest issues and complaints.
  • Provide ongoing feedback regarding team performance to the Front Office Manager/Assistant Front Office Manager.
  • Support the initial and continuous training of Guest Service Agents to ensure high-quality service delivery.
  • Maintain comprehensive and current knowledge of the property, local attractions, room rates, and packages.
  • Respond to reservation inquiries, offering guests updated information on rates, special promotions, and packages.
  • Handle room reservations both via phone and at the Front Desk.
  • Provide coverage for all Front Desk shifts as necessary, including Night Audit responsibilities.
  • Prepare for Group, Media, and FIT arrivals, coordinating with Food & Beverage and Conference departments.
  • Ensure the organization and up-to-date maintenance of Front Office filing systems and tracking sheets.
  • Organize rooming lists for tour groups, weddings, and corporate events.
  • Set up billing and packages for groups and weddings.
  • Complete all necessary duties within the Opera system.
  • Perform other related tasks as required.


EXPERIENCE

  • Prior experience in Front Desk operations is essential.
  • Extensive knowledge of Opera PMS is required.
  • A positive attitude and a genuine passion for customer service.
  • Previous leadership or supervisory experience is advantageous.
  • Able to work effectively under pressure and think critically to resolve issues.
  • Highly organized with a strong attention to detail.
  • A collaborative team player who can inspire and motivate others to excel.
  • Must possess the ability to work independently and remain composed during emergency situations.
  • Physical requirements include the capacity to endure prolonged periods of standing, sitting, bending, and lifting (up to 50 pounds may be necessary).


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