Job Title: Guest Experiences Supervisor

Department: Guest Experiences

Position Type: Hourly | Full-Time | Seasonal

Position Summary

The  Guest Experiences Supervisor is responsible for supervising all daily operations and team members in the Guest Experiences department. They are responsible for performing regular safety and maintenance checks on equipment and recreational spaces, reporting equipment repair needs, and ensuring staff and guests are following the protocols in each given area. They will provide updates, service support, and coaching to staff while demonstrating the values of teamwork, care, integrity and fun. 

Key responsibilities

• Supervises operations within Guest Experiences and ensures that friendly, courteous, and efficient service is extended to all guests

• Recognizes and greets all guests and team members; provides exceptional and professional service

• Provides initial on-the-job training for department roles; supports ongoing training and adherence of standards

• Ensures policies and procedures are followed

• Communicates regularly with team members to source new ideas for services, products, and equipment

• Provide problem resolution while demonstrating empathy; record guests’ challenges to reduce future similar situations

• Perform regular safety and maintenance checks, reporting deficiencies promptly

• Facilitate guest programming, as well as group bookings

• Ensures the well-being of our guests and team members by being alert to and reporting potential hazards

• Comfortable making responsible decisions and develops recommendations for effective problem solving

• Performs assigned emergency response duties with confidence

• Recognizes accomplishments and hard work of colleagues

• Assist guests with booking activities, arranging tours, and understanding resort information; is a confident seller of resort amenities

SKILLS & ATTRIBUTES

• Guest oriented with a sincere, helpful and friendly personality

• Able to build morale and group commitment to goals and objectives

• Inspires respect and trust, while motivating team to perform well

• Able to take initiative within boundaries of policies and procedures

• Has exceptional energy, flexibility and professionalism 

• Enjoys offering exceptional service and meeting the needs of others

• Proven ability to maintain confidentiality

• Works ethically and displays integrity

• Treats others with respect and consideration regardless of their status or position

Qualifications

• Minimum of 1 year leadership experience an asset

• 2 years experience in the Recreation or Hospitality field an asset

• First Aid & CPR-C; must be willing to obtain if not already certified

• Bronze Cross certificate an asset

• Pleasure Craft License an asset

• Excellent communication and interpersonal skills

Physical Aspects of Position (include but are not limited to)

• Comfortable working in and around water and in outdoor conditions (all weather)

• Constant standing and walking throughout shift  

• Frequent lifting and carrying up to 50 lbs 

• Frequent kneeling, pushing, pulling, lifting  

• Occasional ascending or descending stairs and ramps