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Guest Services Supervisor

3 weeks ago

Whistler, Canada Blackcomb Springs Suites Full time

The Guest Services Supervisor is responsible for supervising the Guest Services team including Guest Service Agents, and Night Auditors. A GSS provides leadership, direction, and guidance to the team, ensuring the guests receive the highest level of service.

**Job Duties and Responsibilities**:
Supervises, trains, and manages performance of front desk staff.

Ensures each guest is provided with the best possible experience, utilizing tools and techniques provided by the Guest Service Manager.

Remains calm and alert during emergencies, heavy workloads, and other complications.

Fields guests’ complaints and inquiries while developing and negotiating the most effective solutions.

Assists the GSM in verifying and confirming all incoming OTA and third
- party reservations for accuracy, rate, payment structures and deposits as required.

Assists the GSM and GM in revenue yielding management meetings.

Perform the duties of a Guest Service Agent or Night Auditor as required.

Support and manage the signature training program for the department including reviewing calls, coaching team members, and performance managing when necessary.

Provide property site tours to potential guests with accurate knowledge of property details and services.

Ability to communicate efficiently between Guest Services Department and all other hotel departments to assure the highest level of Guest satisfaction.

Conduct performance reviews and performance management when required.

Complete daily check lists and clearly communicate through daily pass on with colleagues.

**Prerequisites**:
**Education**:
A post secondary education in hotel management is an asset. Must have excellent verbal, written and computer system skills.

**Experience**:
Must have a minimum of 3+ years of experience as a supervisor.

Must have previous experience as a Front Desk Agent or Night Auditor.

Pay: From $25.22 per hour

Expected hours: 40 per week

Additional pay:

- Commission pay
- Overtime pay

**Benefits**:

- Company events
- Discounted or free food
- Employee assistance program
- Life insurance
- Vision care
- Wellness program

Schedule:

- Day shift
- Evening shift

**Experience**:

- hotel front desk: 2 years (required)

Work Location: In person