Jasper Lodging, Guest Services Supervisor - Jobs in Jasper, AB

Job Description

What will be your daily pursuit:To support, coach and inspire the Guest Services team to create an unforgettable experience.What perks can you expect:

• Work in a dynamic, culturally diverse team from around the globe
• Seasonal work experience in an iconic, unforgettable, and inspiring location
• Fast-paced and active position – get your step counter ready!
• The chance to work in an inclusive culture and make life-long friends
• Opportunities for career growth or future work at other Pursuit locations
• Access to one of the world’s most beautiful and iconic National Parks

What will you do in this job:

• A key member of the Pursuit portfolio in Jasper this position provides support for our team by assisting, guiding, and owning our guests experience within our Jasper Lodging properties- ensuring our guests stays are positive and memorable
• Position reports to the Guest Service Manager and provides appropriate coverage when the GSM is not present- work schedule will vary, involving weekday and weekend shifts as well as evening and morning shifts
• Primarily the role involves supervising the evening activities of hotel operations with a focus on the front office operations
• Welcoming to all guests you meet and encourage 5-star service from the entire team
• Assist in training of new front desk staff and at times working desk shifts
• Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a happy customer.
• Communication: ensure effective communication channels and follows ups are in place for all departments to ensure guests’ challenges are handled seamlessly through the course of their stay, involving leadership whenever necessary
• Familiarize yourself with night audit procedures and functions in order that coverage can be provided when needed
• Acclimatize yourself with Pursuit attractions as well as Jasper activities in the area enabling you to be an ambassador for these experiences and align with core value #2
• Monitor the Hotels’ ambiance elements to drive a welcoming arrival experience for our guests
• Ensure all staff are familiar, comfortable, and confident with the Hotel’s emergency procedures and in a state of preparedness for any emergency
• Strive to achieve 100% occupancy in our Hotels by: Investigating suspected double bookings, incorrect booking dates and all late arrivals
• Assist staff with overbooking situations and room or property moves
• Actively balance room inventory on a nightly basis adjusting for any late day changes.
• Assist staff with any balancing for the following day
• Responsible to carry the on-call phone when required (to cover days off for GSM)
• Familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility
• Respond effectively to onsite challenges and follow up with guests in person to ensure experience recovery
• Assist in managing online social media responses for LOB’s and effectively aid in guest recovery/prevents reoccurrence of issues at hand.)
• Assist other Hotel Teams when required
• Complete random room inspections weekly to ensure we are keeping up with pursuit standards
• Nightly report to be sent to all managers including details of guest experience issues
• Assists in creative projects with the goal to enhance guest service, front office efficiency, and team engagement
• Represents the business in a positive light. Ensures the company vision, mission statement, and core values are a top priority

What skills and experience do you need for this job:

• Exemplary communication skills (both verbal and written) with an ability to overcome objections and lead teams to provide memorable guest experiences
• Ability to guide staff, provide positive reinforcement, and encourage success
• Flexibility to work evenings and weekends with minimal supervision
• Ability to handle stressful situations using problem solving skills dealing directly with guest conflict
• Be able to multitask and manage multiple platforms at once.
• Passionate about hospitality and creating memorable experiences for our guests.
• High attention to detail and ability to prioritize in a fast-paced environment
• Able to speak, read, write, and understand the primary language(s) used in the workplace
• Public speaking skills an asset (training)
• Possesses a positive energy and the ability to spread positivity within the team.
• Proven computer skills
• High school or equivalent education required, Bachelor’s Degree or related technical school degree preferred
• Two to Four years in hospitality with previous supervisory skills an asset.
• All employees must maintain a neat, clean, and well-groomed appearance per Pursuit standards

What will your work environment be like:

• Beautiful. You’ll work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
• Independent. You’ll spend your days in and around national parks.
• Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
• Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required

This job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.Quick Apply

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