Guest Experience Supervisor

We've transformed the former English Inn into Rosemead House: a destination rooted in tradition yet surprisingly playful, and a nostalgic escape that's anything but ordinary.

This is a living legacy inviting locals and travelers to experience Southern Vancouver Island's best-kept secret

Each of our 28 guest rooms is rooted in history and refreshed for the modern traveler. With hand-picked furnishings, restored architectural details, and a welcoming sense of ease, these are spaces where you'll be glad to linger. Soon to be complemented by 13 long-stay residential suites, the resort also includes Janevca, our award-winning restaurant and lounge, and Salt & Ivy, a luxuriously appointed spa opening fall 2025.

POSITION DETAILS

The Guest Experience Supervisor is responsible for leading the day-to-day Front Desk and Guest Services operations and ensuring consistent, luxury service is provided to Rosemead House guests at every interaction point. The Guest Experience Supervisor will be a key individual leading the Front Desk and Guest Services colleagues.

Reporting to the Director of Front Office and Reservation, responsibilities and essential job functions include but are not limited to the following:

• Assist the Director of Front Office and Reservation in leading the Front Desk and Guest Services teams and in the daily operational duties for these areas, with the support of the Duty Managers.
• Ensure appropriate training for colleagues and fulfill training role in the absence of the trainer
• Observing colleagues' productivity, providing constructive feedback, coaching, and recognition when applicable.
• Have a natural desire to enhance the stay of every single guest.
• Assist DOF in executing departmental goals including colleague engagement, guest satisfaction and upselling revenues.
• Always ensure Guest satisfaction by ensuring that safety and service is always the priority.
• Overlook the guest resolution for concerns raised.
• Support as Manager on Duty serving as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other Managers.
• Overlook the daily operations including arrivals and departures to ensure a smooth operation and the highest level of guest satisfaction.
• Assist with Front Desk and Guest Services labor planning, ensuring effective scheduling of all colleagues in line with labor management; review and approve payroll daily.
• Conduct development and performance management discussions as required in a timely manner and in line with the BC Labour Law and company standards.
• Act as a point of contact for VIP & Regular guests by assisting with reservations & rates, group arrivals and site inspections as required.
• Meet and Greet VIP's, escort to room and follow up on the comfort of their stay as required.
• Ensure the lobby/entrance is always in peak condition to ensure music, lighting, scent, cleanliness and maintenance are in line with hotel image and the time of day.
• Prepare for and attend daily Hotel and Service Recovery meetings.
• Ensure effective and timely communication among all departments and throughout the Hotel through weekly/monthly departmental communication meetings.
• Actively promote a safe work environment and ensure all colleagues within Front Office have a working knowledge of all emergency procedures.
• Create a culture that will achieve superior colleague satisfaction as measured in the annual Employee Engagement Survey.
• Ensure adherence of hotel policies and standard operating procedures for each department.
• Carry out any other duties and responsibilities as assigned by Director of Front Office and Reservation.
• Cover Night Manager responsibility during their vacation or days off.

QUALIFICATIONS

• Minimum of 2 years' experience in rooms with a solid foundation in Front Office operating systems.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• University degree or College diploma in Hospitality Management preferred.
• Leadership experience, including experience in training & developing teams, implementing best practices to consistently be creative & innovative; within a union environment preferred.
• Knowledge of Property Management System is an asset, Opera knowledge preferred.
• Desire to provide phenomenal guest experiences, a passion for quality, and attention to detail.
• Ability to build strong relationships, foster cooperation and lead a team.
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels.
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently.
• Excellent communication skills both written and verbal.
• Flexibility to work additional hours as required, including shift work, weekends, and public holidays.
• Ability to develop and encourage an open, stimulating and trusting environment that reflects our Company Mission, Brand Promise and Values.

Ability to be on feet for extended periods, move throughout the property, and respond quickly to guest and team needs.

Job Type: Full-time

Pay: From $28.00 per hour

Benefits:

• Dental care
• Extended health care
• On-site parking

Work Location: In person