Black Rock Oceanfront Resort is seeking a dedicated Guest Services Supervisor to lead our front desk team and deliver exceptional hospitality to every guest. This role requires someone with a commitment to excellence and accountability, proven leadership skills, and a talent for creating memorable guest experiences.

OUR IDEAL CANDIDATE

• Has a true passion for guest service and takes pride in delivering exceptional experiences.
• Is mature, responsible, and capable of working unsupervised, making sound business decisions independently.
• Is skilled in training and mentoring junior team members.
• Knows Ucluelet and the surrounding area to offer knowledgeable recommendations.
• Is seeking a stable, long-term position in hospitality.

QUALIFICATIONS

• Minimum 2 years of hospitality experience in Guest Services or Front Desk roles.
• Leadership experience in a hospitality setting.
• Education in tourism or hospitality is an asset.

SKILLS

• Exceptional customer service and leadership skills.
• Strong communication abilities, both verbal and written.
• Flexibility, patience, and a knack for multi-tasking.
• Professionalism and calmness under pressure.

ABOUT THE ROLE

As the Guest Services Supervisor, you’ll oversee the daily operations of the front desk, ensuring a seamless and welcoming experience for all guests. Your ability to remain composed under pressure and mentor junior team members will play a key role in maintaining our high service standards.

KEY RESPONSIBILITIES

• Team Leadership: Train, schedule, mentor, and supervise Guest Service Agents and Night Auditors.
• Guest Interaction: Warmly welcome guests, provide personalized assistance, and resolve concerns diplomatically.
• Operations: Use property management software to manage check-ins/outs, update hotel information, and generate reports.
• Guest Service: Go above and beyond to exceed guest expectations and handle unique requests with creativity and professionalism.
• Communication: Collaborate with other departments to ensure smooth operations and efficient service delivery.
• Problem Solving: Handle complaints calmly and effectively, ensuring guest satisfaction.
• Standards & Procedures: Develop and maintain Standard Operating Procedures and conduct daily team briefings.