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Guest Services Team Leader

3 months ago

Chilliwack, Canada Coast Hotels Full time

At Coast Hotels, we embody a vibrant and evolving brand that thrives on our core values, leadership accountability, and the professional growth of our Ambassadors.

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

Key Responsibilities:

  1. Exhibit a superior customer service mindset with both internal and external stakeholders, which includes actively listening to and understanding guest needs; proactively addressing concerns; seeking opportunities to surpass guest expectations; and escalating issues when necessary.
  2. Oversee front desk operations and manage administrative tasks such as processing guest check-ins and check-outs, addressing guest inquiries, assisting with group arrivals and departures, and managing luggage storage.
  3. Examine the daily arrivals list, review VIP notes, and assess special guest requests. Monitor work quality and provide constructive feedback regarding the adherence to operational standards.
  4. Effectively communicate objectives to team members and other leaders.
  5. Conduct quarterly reviews of departmental plans and performance to identify areas for enhancement that would lead to improved business outcomes and recognize opportunities for growth.
  6. Perform additional duties as required.
Required Skills/Knowledge/Experience:
  1. 1-3 years of relevant experience in the hospitality sector.
  2. Bachelor's Degree or Diploma in Hospitality or a comparable combination of education and experience.
  3. Outstanding communication skills (written, oral English, and listening) along with exceptional customer service abilities.
  4. Proven capability to lead and inspire others.
  5. Strong 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 area on others.
  7. Experience in fast-paced customer service environments.
  8. Demonstrates 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 range of benefits, including competitive compensation and benefits, employee discounts, training and development opportunities, career advancement, and more.

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

NO PLACE LIKE COAST