Guest Services Supervisor

2 weeks ago

Ucluelet, Canada Black Rock Oceanfront Resort Full time

Black Rock Oceanfront Resort is seeking a dedicated Guest Services Supervisor to lead our front desk team and deliver exceptional hospitality to every guest. This role requires someone with a commitment to excellence and accountability, proven leadership skills, and a talent for creating memorable guest experiences.

**About the Role**

As the Guest Services Supervisor, you’ll oversee the daily operations of the front desk, ensuring a seamless and welcoming experience for all guests. Your ability to remain composed under pressure and mentor junior team members will play a key role in maintaining our high service standards.

**Key Responsibilities**
- **Team Leadership**: Train, schedule, mentor, and supervise Guest Service Agents and Night Auditors.
- **Guest Interaction**: Warmly welcome guests, provide personalized assistance, and resolve concerns diplomatically.
- **Operations**:Use property management software to manage check-ins/outs, update hotel information, and generate reports.
- **Guest Service**: Go above and beyond to exceed guest expectations and handle unique requests with creativity and professionalism.
- **Communication**: Collaborate with other departments to ensure smooth operations and efficient service delivery.
- **Problem Solving**: Handle complaints calmly and effectively, ensuring guest satisfaction.
- **Standards & Procedures**: Develop and maintain Standard Operating Procedures and conduct daily team briefings.
- Has a true passion for guest service and takes pride in delivering exceptional experiences.
- Is mature, responsible, and capable of working unsupervised, making sound business decisions independently.
- Is skilled in training and mentoring junior team members.
- Knows Ucluelet and the surrounding area to offer knowledgeable recommendations.
- Is seeking a stable, long-term position in hospitality.

**Qualifications**
- Minimum 2 years of hospitality experience in Guest Services or Front Desk roles.
- Leadership experience in a hospitality setting.
- Education in tourism or hospitality is an asset.

**Skills**
- Exceptional customer service and leadership skills.
- Strong communication abilities, both verbal and written.
- Flexibility, patience, and a knack for multi-tasking.
- Professionalism and calmness under pressure.

**What We Offer**
- Competitive wage based on experience.
- Comprehensive Medical, Dental, and Life Insurance benefits.
- Associate rates for hotel stays.
- Opportunities to volunteer and give back to the community.
- Team enrichment events to foster connection and growth.
- Financial support for relevant education and training.
- An inclusive and welcoming work environment.

Set among old-growth cedars and the rugged shoreline of Vancouver Island, Black Rock Oceanfront Resort offers a unique work environment on the edge of Pacific Rim National Park, in the traditional territory of the Nuu-chah-nulth people. If you’re ready to lead a team and make every guest’s stay memorable, we’d love to hear from you

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