Customer Experience Manager

2 weeks ago

Kelowna, British Columbia, Canada Argus Properties Full time

Eldorado Resort, part of Argus Properties Ltd., is seeking an experienced Guest Services Supervisor to lead our Front Desk operations and deliver exceptional customer experiences. Located on the shores of Okanagan Lake, our resort offers a unique blend of natural beauty and world-class amenities.

Job Description:

The successful candidate will be responsible for supervising the day-to-day Front Desk operations, ensuring a consistently high standard of guest service. This includes checking guests in and out, coaching the team, and maintaining the smooth flow of front desk services.

Key Responsibilities:
  • Assist management in training, evaluating, counseling, motivating, and coaching employees; serve as a role model
  • Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns
  • Supervise and assist Front Desk team as required
  • Ensure adherence to quality standards and service
  • Handle complaints and provide resolution
  • Assist Front Office Manager as required
  • Serves as the property Manager on Duty as required
  • Follow company and Front Office policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training
  • Learn and adhere to all fire and emergency procedures, including procedures for handling of the fire panel, ensuring guest safety and participate in an evacuation if necessary
  • Have a complete understanding of key systems (Onity & Salto)
  • Speak using clear and professional language; answer telephones using appropriate etiquette
  • Welcome and acknowledge guests; anticipate and address guest needs; assist individuals with disabilities; thank guests with genuine appreciation
  • Maintain confidentiality of proprietary information; protect company assets
  • Prepare and review written documents accurately and completely
  • Ensure personal appearance is clean and professional
Requirements:

To succeed in this role, you should have:

  • 3+ years' experience as Guest Services Agent or similar
  • Opera PMS Experience an asset
  • High School graduation required
  • First Aid certification an asset
  • Ability to plan, prioritize, and complete multiple projects in a timely manner
  • Ability to develop common sense solutions to everyday problems
  • Ability to develop and motivate staff to achieve goals
  • Ability to work with all employees to promote teamwork and co-operative relationships within and across departments
  • Ability to provide ongoing coaching to staff to enhance performance
  • Ability to stand, sit, or walk for an extended period
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds
  • Must be available to work varied shifts: including days, evenings, overnights, weekends & holidays
  • Full open availability from Mid May through end of September
  • Must be legally eligible to work in Canada without restriction
What We Offer:

We offer a competitive salary range of $45,000 - $60,000 per year, depending on experience. Additionally, we provide:

  • Shared Staff Accommodation
  • Extended Health and Dental Benefits
  • Employee and Family Assistance Program
  • Employee discounts on accommodations, dining, and marina at our sister properties (Hotel Eldorado, Manteo Resort and Eldorado Marina, and Hampton Inn & Suites Kelowna Airport, Home2Suites)
  • An excellent work environment, with a focus on staff recognition and teambuilding
  • Room for growth and development

This is an exciting opportunity to join our team and contribute to delivering exceptional customer experiences. If you are a motivated and experienced professional looking for a new challenge, please apply today.

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