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The Guest Services Supervisor at Ocean Village plays a pivotal role in ensuring that our guests have an exceptional experience from arrival to departure. As the primary point of contact for guest services, you will lead and inspire a team of dedicated professionals, manage daily operations, and resolve any issues to maintain the highest standards of service. Your goal is to create memorable, personalized experiences that exceed guest expectations and foster loyalty to our resort.
This role requires a dynamic leader who excels in coordinating with various departments, enhancing customer experiences, and managing a team of guest service professionals. You will oversee daily operations, handle guest relations, and drive initiatives aimed at elevating the overall guest experience.
**Key Responsibilities**:
Team Leadership: Supervise, train, and mentor guest service associates, ensuring they adhere to high service standards. Foster a collaborative team environment and provide ongoing feedback and support.
**Guest Relations**: Serve as the primary point of contact for guest inquiries, concerns, and complaints. Resolve issues promptly and professionally, aiming to exceed guest expectations.
Operational Oversight: Manage daily operations of the guest services department, including overseeing check-ins, check-outs, and special guest requests. Ensure efficient and seamless service delivery.
**Departmental Coordination**: Communicate and coordinate effectively with other departments such as housekeeping, food and beverage, and maintenance to ensure a cohesive approach to guest service. Address and resolve interdepartmental issues that impact guest satisfaction.
**Customer Experience Initiatives**: Develop and implement initiatives to enhance the guest experience. Collaborate with other departments to create and execute special events, promotions, and personalized experiences.
**Quality Assurance**: Monitor and uphold service standards, ensuring consistent quality across all guest interactions. Identify areas for improvement and implement procedures to enhance service delivery.
**Software Proficiency**: Utilize and manage hospitality management software and property management systems effectively. Ensure that team members are proficient in using these systems for reservations, guest tracking, and operational tasks.
**Weekend Availability**: Be available to work weekends and holidays as required to maintain high service levels during peak periods.
**Qualifications**:
Experience: 2-3 years of experience in guest services or a related field, experience in a supervisory role is preferred.
Skills: Strong leadership, communication, and interpersonal skills. Proven ability to coordinate with multiple departments and manage complex guest interactions. Excellent problem-solving and conflict resolution abilities.
**Dedication: We are seeking an individual who is able to commit to this role for a minimum of 1 year.**
Pay: $23.00-$25.00 per hour
**Benefits**:
- Casual dress
- Company events
- Dental care
- Extended health care
- Housing allowance
- Store discount
- Vision care
- Wellness program
Application question(s):
- What do you like to do in your free time?
- When would you be able to start?
- Are you currently located in Tofino?
- Are you able to commit to one year in this role?
**Experience**:
- Guest services: 1 year (preferred)
- Leadership: 1 year (preferred)
Work Location: In person
