Guest Services Supervisor

at  Banff Centre for Arts and Creativity

GUEST SERVICES SUPERVISOR

Banff Centre for Arts and Creativity aims to inspire everyone who attends our campus – artists, leaders, and thinkers – to unleash their creative potential.
Banff Centre for Arts and Creativity acknowledges, with deep respect and gratitude, our home on the side of Sacred Buffalo Guardian Mountain. In the spirit of respect and truth, we honour and acknowledge the Banff area, known as “Minhrpa” (translated in Stoney Nakoda as “the waterfalls”) and the Treaty 7 territory and oral practices of the Îyârhe Nakoda (Stoney Nakoda) – comprised of the Bearspaw, Chiniki, and Goodstoney First Nations – as well as the Tsuut’ina First Nation and the Blackfoot Confederacy comprised of the Siksika, Piikani, Kainai. We acknowledge that this territory is home to the Shuswap Nations, Ktunaxa Nations, and Metis Nation of Alberta, Rockyview District 4. We acknowledge all Nations who live, work, and play here, help us steward this land, and honour and celebrate this place.

THE OPPORTUNITY

Banff Centre for Arts and Creativity is looking for a Guest Services Supervisor which is accountable for creating and maintaining a high level of customer satisfaction through supervising the daily operations of the Guest Services team.
The Supervisor will provide expertise and assistance to all Guest Service, Reservations, Night Audit, and Bell Desk staff to ensure the successful delivery of customer service. Leadership abilities will be needed to help convey a strong customer service approach that supports the delivery of high quality services to guests (program participants, conference clients, faculty, audience members, the general public and staff) and a positive staff experience.

SPECIFIC ACCOUNTABILITIES

• Works with the Guest Services Manager to ensure the smooth and efficient operation of Guest Services, Reservations, Bell Desk, and Night Audit.
• Works with the Guest Services Manager to implement and maintain a Customer Service Strategy for all aspects of the department.
• Liaises with Operational Departments to ensure all guest accommodations and special needs are planned and executed accordingly.
• Works closely with Program Coordination and Conference Services to plan, executive and troubleshoot for Program and Conference groups billing, arrivals and departures.
• Conducts regular department meetings to ensure clear communication and a complete understanding of specific objectives and activities by all staff.
• Ensures a quality guest experience through the provision of services in all areas of the Guest Services Department.
• Maintain open communication and a positive, inclusive culture.
• Ensure employees fully understand their roles, responsibilities and performance standards and provide ongoing formal and informal feedback, coaching and support as employees achieve expectations.
• Provides day-to-day leadership, direction and supervision to direct reports effectively allocating assignments across the Guest Services teams.
• Ensures a positive and safe work environment for all Banff Centre employees, aligned with all Banff Centre Policies.
• Ensure team members represent Banff Centre to any stakeholders and constituents in an informed, helpful and positive way, striving to increase the organizations public value in each interaction.
• Works closely with the Human Resources Team in all aspects of human resource management, including; hiring, training, payroll, coaching and performance management.
• Ensures employee time reporting and overtime is recorded accurately in the time keeping system, meeting the established payroll deadlines.
• Create and implement Standard Operation Procedures.

QUALIFICATION AND EDUCATIONAL REQUIREMENTS

• 3+ years of hospitality experience and 1+ year hotel front desk experience.
• Post-Secondary education is preferred.
• Demonstrated experience in a team environment and advanced communication and coordination/organizational skills are essential.
• Experience in effectively servicing large conference groups.
• Highly detail oriented, exceptional organizational skills and able to effectively handle competing priorities.
• Strong customer first attitude and proactively looks for ways to enhance the level of service provided to Banff Centre guests.
• Ability to respond to questions from guests offering appropriate options or resolutions.
• Takes ownership of duties and shows initiative.
• Strong personal integrity with an innate desire to work in an ethical and confidential manner.
• Excellent decision making and problem-solving skills, works well under pressure.
• Proven warm and sincere verbal communication.
• Proficiency with the Microsoft Office suite of products (e.g. Excel, Word, etc).
• Knowledge of lodging system software/applications, VisualOne is an asset.

SPECIAL REQUIREMENTS

• Due to the nature of the job, this position requires the candidate to be available to work a flexible schedule including evenings and weekends.

Please refer the Job description for details