ur team at The Chateau Lacombe Hotel in Edmonton is currently looking for a highly motivated individual to fill the position of Guest Services Supervisor.

Reporting to the Guest Services Manager, the Guest Services Supervisor is responsible for leading and championing the Guest Experience within the hotel by focusing on the arrival process, guest interactions and optimizing guest satisfaction. They are passionate about serving others and working as a team with associates from all departments. This position is full-time and includes days, evenings, weekends, and holidays.

Provide leadership in service and innovation while providing a working environment that fosters career growth and development for our team members.

Responsibilities and Essential Duties

The specific responsibilities of the Guest Services Supervisor will vary depending on the needs of the properties. Specific responsibilities may include, but are not limited to the following areas:

Operations

• Leads, motivates, and coaches the associates to maximize productivity and satisfaction.
• Leads, motivates, and coaches all night audit associates / functions in accordance with Chateau Lacombe Hotels financial practices.
• Actively participates, coaches, and leads associates in guest problem resolution processes to ensure that guest service opportunities are resolved quickly and addressed effectively.
• Implements and owns guest satisfaction call back process ensuring that our team is maximizing each guest encounter to ensure expectations are met.
• Implements and owns arrival best practices checklist, measures accuracy through documented audits.
• Leads, motivates, and coaches all pass on communications between departments.
• Ensures accuracy of room block assignments, arrangements for special requests, VIP accommodations and the distribution of the VIP lists.
• Conducts regular walk throughs of the hotel. Notes any deficiencies and follows up as required.
• Assumes the role of Manager on Duty in the absence of senior leadership.

Guest Service & Community Culture

• Promotes and encourages inter-departmental cooperation and communication to ensure overall guest satisfaction is at an optimum
• Develops strategies and action plans to achieve set goals and objectives for Net Operating Income, Guest Services Index and Culture
• Meets and exceeds the expectations of the associates by utilizing leadership skills and motivation techniques to maximize associate productivity and satisfaction of direct reports.
• Conducts performance reviews according to established deadlines for night audit associates.
• Designs and ensures active participation of associates for all training programs.
• Ensures attendance to Hotel functions for example: town hall/Staff Ambassador committee.
• Ensures associates are recognized regularly for their contribution.
• Listens and responds to guests’ requests or concerns and taking action until completion.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Performs any other duties as required or deemed necessary to provide superior service and teamwork.
• Maintains a favorable working relationship with all other associates to foster and promote a cooperative and harmonious working environment.
• Projects a favorable image of Chateau Lacombe Hotel to the public

Qualifications

• High school diploma
• 1-2 years of experience in the hospitality industry is considered an asset.
• Experience in PMS, POS, and switchboard considered an asset.

Core Competencies

• Customer Service Skills
• Self-Directed
• Conflict Resolution
• Computers and Systems Literacy
• Planning and Organization
• Communication Skills

WORK ENVIRONMENT:

The work environment is a hotel setting, which has the following conditions: medium-high noise environment; high traffic area for internal guests, exposure to moving parts and equipment such as vacuum, steam cleaner, washer, and dryer.

Potential exposure to theft and/or belligerent guests. Exposure to chemicals. Frequently working in areas of high temperatures around heavy equipment. Exposure to sharps and biohazards.

Nova Perks:

• Meal program
• Staff rates at any of our locations throughout NWT, Saskatchewan and Alberta.
• Friends & Family Rates at any of our locations
• Extended Health Benefits for full time employees
• Employee Discounts at the F&B Outlets

About us

Nova Hotels is a Canadian, family owned and operated hotel chain and management company based in Western Canada. Nova has 14 full and limited-service hotels across Alberta, Saskatchewan and the Northwest Territories.

Nova Hotels strives to provide you the utmost in comfort and service at a great price. No matter if you are an employee of Nova Hotels or a valued guest, we want you to feel like you are a part of our family.

We thank all applicants for their interest in Nova Hotels, however, only those considered for an interview will be contacted.