PRIMARY FUNCTION

The Guest Services Supervisor is a key member of the Front Desk/Guest Services team, assisting in managing and overseeing operations to ensure exceptional service standards. This role involves leading and supporting Guest Service Agents and Bell/Shuttle staff, ensuring efficient front desk operations, and maintaining the highest levels of guest satisfaction.

REPORTS TO

Front Office Manager/Assistant Front Office Manager

HOURS

As required

DUTIES & RESPONSIBILITIES

• Ensure that the daily operations of the Front Desk are carried out efficiently and according to hotel policies.
• Greet all guests in a friendly manner at all times.
• Act as Duty Manager when the FOM/AFOM is not present.
• Support the Front Desk team in handling guest issues and complaints.
• Provide regular feedback on team performance to the Front Office Manager/AFOM.
• Assist with the initial and ongoing training of Guest Service Agents to help them achieve a high quality of service.
• Maintain thorough and up to date knowledge of the property, local area, room rates and packages.
• Respond to reservation enquiries, providing guests with up-to-date information on our rates, special offers and packages.
• Book room reservations, both over the phone and at the Front Desk.
• Provide coverage for all Front Desk shifts as required, including Night Audit
• Prepare for Group, Media and FIT arrivals, coordinating with the F&B and Conference departments.
• Ensure that the Front Office filing systems and tracking sheets are kept organized and up to date.
• Organize rooming lists for tour groups, weddings and corporate functions.
• Set up all the billing and packages for groups and weddings.
• Complete all Opera system duties.
• Other duties as required.

EXPERIENCE

• Previous Front Desk experience is required.

• Extensive Opera PMS experience required.

• Positive attitude and a passion for customer service.

• Previous leadership or supervisory experience is an asset.

• Able to work under pressure and think on your feet to solve problems.

• Organized with strong attention to detail.

• A team player who can support and motivate others to succeed.

• Must have the ability to work independently and remain calm in the event of emergency situations arise.

• Physical requirements include the ability to endure long periods of standing, sitting, bending, and lifting (up to 50 pounds may be required)

Please note that only applicants selected for further consideration will be contacted.

Canadian Rocky Mountain Resorts (CRMR) is committed to building a workplace where everyone can succeed and belong. As Bow Valley Workplace Inclusion Charter signatory, we are working to build a diverse, equitable, and inclusive team environment. We value a wide range of skills, experiences, and backgrounds; and encourage all qualified candidates to apply. CRMR is continuously evolving our systems and practices to remove barriers so all equity seeking groups can succeed.

If you can’t apply online or request accommodation during the application or hiring process, please contact our Human Resources Department at 1-403-441-0375.

We look forward to receiving your application.