Guest Services Supervisor Courtyard by Marriott Nanaimo, BC at Hotel Equities

Nanaimo, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

23.1

Posted On

26 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Front desk operations, Team leadership, Customer service, Staff training, Conflict resolution, Communication, Problem solving, Cash handling, Reservation management, Hospitality standards, Computer literacy, Coaching, Time management, Multitasking, Interpersonal skills

Industry

Hospitality

Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Supervisor for the Courtyard by Marriott Nanaimo, located in Nanaimo BC Job Purpose: To increase customer satisfaction by providing and overseeing efficient and courteous Front Desk service in accordance with the standards of the Company. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to the telephone and in-person inquires regarding reservations, hotel information and guest concerns. Key Responsibilities: * Supervise and lead the operations of the front desk to ensure the optimal level of service and hospitality is provided to guests. * Train, direct the work of, resolve issues/problems, lead, and coach and counsel the front desk team members to ensure a quality operation, * Ensure that Front Desk Associates understand and anticipate guests’ expectations * Empower associates to satisfy guests and to make decisions * Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality of service. * Ensure that the following Font Desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment: * Phones/Switchboard * Check-ins/Check-outs * Reservations * Oversee and assist with amenity, gift shop, pantry needs * Ensure messages, wake-up calls, mail, and faxes are handled properly * Personally assist Front Desk Associates during peak times, breaks, tardiness and absences * Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members * Ensure VIP program is executed properly * Be available to help other departments in emergency situations. * Maintain effective communication with each department including through meetings, log books, bulletins and emails. * Communicate all pertinent information. * Relays safety guidelines to customers (in room safes, safety deposit box, etc.) * Model desired behavior * Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets. * Complete shift closing accurately. * Have complete knowledge of hotels rooms, function space, restaurant, other outlet, and services at the hotel. * Follow all company standard operating procedures (SOP) * Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook. * Other duties as assigned by managers Qualifications: * 1-2 years hotel front desk experience required Preferred Qualifications: * Supervisory experience strongly preferred. * Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards. * Experience with Fosse or Agilisys Stay preferred This job requires the ability to perform the following: * Must be able to speak, read, write and understand the primary language(s) used in the workplace. * Must be able to read and write to facilitate the communication process. * Requires good communication skills, both verbal and written. * Must possess basic computational ability. * Must possess basic computer skills. * Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions. * Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. * Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task. * Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. * Must be able to lift up to 15 lbs occasionally. * Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing ability and visual acuity. * Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates * Vision occurs continuously with the most common visual functions being those of near vision and depth perception. * Ability to spend extended lengths of time viewing a computer screen. * Requires manual dexterity to use and operate all necessary equipment. * Must have finger dexterity to be able to operate office equipment Other: * Being passionate about people and service. * Strong communication skills are essential when interacting with guests and employees. * Reading and writing abilities are used often to completing paperwork, logging issues/complaints/requests/ information updates, etc. * Basic math skills are used frequently when handling cash or credit. * Problem-solving, reasoning, motivating, and training abilities are often used. * Have the ability to work a flexible schedule including nights, weekends and/or holidays What we offer: * Salary range $22.35 - $23.10/hr * Team Driven and Values Based Culture * Medical/Dental/Vision * Vacation & Holiday Pay * Employee Assistance Program * Career Growth Opportunities/ Manager Training Program * Reduced Room Rates throughout the Marriott portfolio * Employee Food & Beverage discount * Flexible schedule * Life insurance * Parental leave * Referral program

Responsibilities

The Guest Services Supervisor oversees front desk operations to ensure high-quality guest service and hospitality standards. They are responsible for training, coaching, and leading the front desk team while resolving guest issues efficiently.