Guest Experience (Guest Services Supervisor)

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our Guest Services team. We are committed to providing you with:

• Highly competitive wages - An hourly range of $24.
• An exceptional benefit plan for eligible associates & your family members
• RRSP matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members
• Discounts with Marriott properties for you & your family members.

Are you looking for a job where you can make a positive impact on each guest's experience? Do you enjoy providing exceptional customer service and creating memorable moments? If so, we have the perfect opportunity for you as a Guest Services Supervisor!

As the Guest Services Supervisor, you will assist in leading the Guest Services team to deliver exceptional guest experiences. This role involves overseeing daily operations, supervising team members, and ensuring guest satisfaction at all touchpoints, including outdoor activities. You will also be responsible for facilitating outdoor hikes and snow activities with guests, promoting the hotel’s outdoor programs, and providing hands-on leadership in both front-of-house and outdoor settings.

Here is what you will be doing each day:

• Supervision and Leadership:

  • Lead and supervise the Guest Services team, ensuring daily responsibilities are completed to the highest standards.
  • Assist in scheduling, training the team members.
  • Act as the main point of contact for the team ensuring seamless guest interactions.

• Guest Interaction and Satisfaction:

  • Be the first and last point of contact for guests, delivering exceptional customer service and maintaining high satisfaction levels.
  • Coordinate and participate in guest check-ins, check-outs, and luggage handling.
  • Assist in resolving guest issues promptly and professionally, escalating concerns when necessary.

• Outdoor Activities Leadership:

  • Organize and lead outdoor activities such as guided hikes, snowshoeing, and other seasonal programs for guests, ensuring a safe and enjoyable experience.
  • Promote outdoor programs, providing guests with information about the hotel’s offerings and the local area, including Red Mountain and Rossland.
  • Collaborate with the Ski Concierge team and other departments to enhance guest participation in outdoor activities and events.

• Hotel and Resort Knowledge:

  • Maintain up-to-date knowledge of all hotel facilities, services, and local activities, including ski hill operations and outdoor recreation.
  • Communicate hotel policies, hours of operation, and local recommendations to guests.

• Team Coordination and Communication:

  • Ensure smooth handover between shifts, maintaining a proper shift log for effective communication.
  • Assign daily tasks to the Guest Services team, monitor performance, and encourage improvement.
  • Support and assist with the training of new team members.

• Administrative and Operational Support:

  • Handle guest requests for transportation, valet services, and special services like equipment rentals and deliveries.
  • Maintain a clean and organized guest services area, including the lobby and outdoor activity stations.
  • Monitor hotel occupancy and make staffing adjustments as required.

• Safety and Security:

  • Ensure that all safety guidelines are followed during outdoor activities and guest interactions.
  • Respond quickly and effectively to any emergency situations that arise, remaining calm under pressure.
  • Adhere to hotel safety protocols, particularly with regard to outdoor excursions and use of equipment.

• Other Duties:

  • Perform other job-related tasks as assigned.
  • Provide support for on-site guest programs, including the winter guest entertainment program and lending stations for outdoor gear.

Who We’re Looking For:

Customer-Focused Individuals:Outgoing and passionate about providing exceptional guest experiences

Communication and Interpersonal Skills: Excellent verbal and written communication skills, coupled with strong interpersonal abilities

• Strong leadership skills with the ability to motivate and guide team members.
• Excellent communication skills in English, both verbal and written.
• Ability to handle outdoor physical activities such as hiking and snowshoeing.
• Strong knowledge of local outdoor attractions, including Red Mountain and surrounding areas.
• Ability to multitask and manage guest requests in a fast-paced environment.
• Problem-solving skills with a focus on guest satisfaction.
• Ability to drive vans and automobiles, with a valid driver’s license and an excellent driving record.
• Ability to lift and carry luggage and equipment, up to 75 lbs.

Does this sound like you?

Join our vibrant team at The Josie Hotel as a Guest Services Supervisor and play a pivotal role in curating memorable experiences for our guests. Apply now to become a part of our dynamic team!

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.