Guest Services Supervisor

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.

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.

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.

What We Offer

• Competitive wage based on experience.


• Comprehensive Medical, Dental, and Life Insurance benefits.


• Associate rates for hotel stays.


• Opportunities to volunteer and give back to the community.


• Team enrichment events to foster connection and growth.


• Financial support for relevant education and training.


• Low-cost on-site housing, subject to availability.


• An inclusive and welcoming work environment.

Set among old-growth cedars and the rugged shoreline of Vancouver Island, Black Rock Oceanfront Resort offers a unique work environment on the edge of Pacific Rim National Park, in the traditional territory of the Nuu-chah-nulth people. If you’re ready to lead a team and make every guest’s stay memorable, we’d love to hear from you!