Guest Services Supervisor

The Lord Nelson Hotel and Suites is looking for a Guest Services Supervisor to join our team!

The Guest Services Supervisor is responsible for supervising a team of Guest Service Agents to ensure efficient and smooth front desk operations in order to produce excellent guest feedback through superior customer service. Responds in a professional and courteous manner to all guests, providing accurate and timely information and services.

As the Guest Services Supervisor, you will act as a role model, sharing your experience and continually inspiring the front office team to go above and beyond.

Duties and Responsibilities:

• Ensure outstanding customer service to all guests through leadership and mentoring of Guest Service Agents

• Courteously and accurately answers all inquiries from potential guests and hotel staff

• Supervise daily shift process, ensuring all team members adhere to standard hotel procedures

• Train and direct team members to the standards and procedures of the hotel. Resolve issues, coach, and encourage the front desk team in order to ensure quality operation

• Resolve guest issues, complaints, and problems in a quick and efficient manner in order to maintain a high level of customer satisfaction

• Allocate and assign guest rooms based on guest requirements and special request.

• Build strong relationships with the various departments within the hotel in order to ensure unhindered communication

• Ensure front office and hotel log books are updated and actioned as needed

• Assist all departments in servicing hotel guests during high volume periods

• Take responsibility in the absence of the Duty Manager/Guest Services Manager

• Maintain the highest level of customer service and display professionalism at all times

• Display appropriate two way radio etiquette at all times

• Ability to maintain confidentiality of hotel guests and pertinent hotel information

• Must have comprehensive understanding of hotel emergency procedures

• Additional tasks as assigned

Requirement/Experience:

• High school diploma is required

• A positive attitude and the ability to motivate and lead a winning team

• Must speak, understand, and write fluently in English. Bilingualism is an asset

• Experience working in a fast paced Hotel/Resort setting is required, at least one (1) year in a Front Office position

• Strong working knowledge of the VisualOne property management system is an asset

• Experience handling guest concerns and complaints

• Proficiency in all Microsoft Office applications, specifically; Word, Excel, and Outlook

• Excellent interpersonal and communication skills, both written and verbal

The Ideal Candidate:

• Flexible and able to work evenings, weekends, and holidays

• Understands the challenges that are present in an afterhours/overnight shift

• Organized and able to thrive in a fast paced environment while being able to manage a changing workload and meet tight deadlines



Please clearly demonstrate in your cover letter/resume how you meet the above requirements. We thank all who apply, only those who have been selected for further consideration will be contacted.