Guest Services Supervisor/manager On Duty

**About us.**

At Brentwood Bay Resort, we take pride in providing a luxurious boutique experience that sets us apart from other hotels and resorts in the Greater Victoria area. We are committed to offering our guests more than just delicious meals, relaxing spa treatments, and beautiful oceanfront suites. We aim to provide a truly unforgettable guest experience and support our team members in discovering and delivering their unique contributions.

Our team is made up of passionate and engaged individuals who are empowered to share their input, opinions, strategies, and suggestions. We believe in working together as a team to deliver exceptional service, and we support one another to achieve our goals. As community leaders, we value honesty, uniqueness, and a fun approach to providing graceful hospitality.

**About the job.**

The Guest Services Supervisor/Manager and Duty serves as a role model for the guest service team, ensuring a smooth guest experience from their initial inquiry to check-out. In this role, strong communication and leadership skills are utilized to deliver continuous training and coaching to the guest services team, while acting as the face of the resort in all guest interactions.

**About you.**
- A professional, warm, and graceful presence
- Strong problem-solving abilities, with the capacity to handle challenging situations calmly and effectively
- Strong leadership skills with the ability to inspire and motivate a team
- Effective, efficient, and professional communication skills
- Ability to create a comfortable work environment that fosters learning, growth, and development
- An extremely guest-focused mindset, coupled with the ability to work with a variety of personalities
- Ability to work weekends with a varied schedule (7am-3pm, 11am-7pm, 3pm-11pm shifts) required
- Possession of Serving It Right or a willingness to obtain them
- 2-3 years of prior experience in a customer-focused role, preferably in a hotel or hospitality setting
- 1-2 years of prior supervisory or management experience in a customer-focused position preferred

**What you'll be doing.**
- Welcome guests with warmth and professionalism, ensuring a positive first impression
- Uphold consistent, high-quality guest service that aligns with resort standards
- Foster an environment of excellent customer service by empowering employees and serving as a role model
- Skillfully employ guest recovery techniques to successfully address service-related issues
- Monitor the team's skills and identify areas for improvement
- Provide support for the developmental needs of others through coaching, mentoring, and training
- Assist with department action plans and projects
- Identify opportunities that may exist to reduce costs in all aspects of the department
- Set rates for online platforms as directed by the Director of Guest Services
- Use ordering systems to maintain office supply levels
- Assist with onboarding and training programs for new employees

**What we offer.**
- The wage offered for this position is $24-$26 per hour based on experience
- We are committed to the health and wellness of our team members and offer extensive benefits to support their well-being
- An award-winning culture that makes you excited to come to work
- The opportunity to showcase your skills and make a difference in a stunning location
- Personal and professional development opportunities
- Employee discounts, including 50% off at the Brentwood Bay Pub, Arbutus Room, and Spa Treatments at the Brentwood Bay Spa, as well as free paddle sport rentals at the Brentwood Bay Marina for you and a friend
- Friends and family discounts on hotel rooms