Tyax Lodge & Heliskiing Job Board
Guest Services & Spa Supervisor
Description
The Guest Services & Spa Supervisor is a key member of Tyax Lodge’s team. This role is the face of the company, ensuring our Guest Service Agents, Activity Coordinator and Spa Practitioners are supported on a daily basis. The Guest Services & Spa Supervisor is responsible for ensuring that every aspect of a guest’s experience exceeds expectations while also supporting the efficient business management. This role is the first point of contact for escalated guest concerns either on the phone or in person, and has the authority to make decisions on a daily basis. This is a hands-on role and superior communication skills are a must.
YOUR LIFE AT TYAX:
- Modern shared townhouse-style accommodation with beautiful mountain views
- Complimentary transfers at the start and end of season
- Three complimentary meals per day
- Employee use of our spa facilities and a 24-hour access to our full gym, based on availability
- Employee use of watercrafts including kayaks, canoes and stand-up paddle boards, and fat bike, based on availability
JOB HIGHLIGHTS:
- Oversee the daily operations of the Guest Services and Spa dnd our gift shop
- Leads a team of 3-5 employees, including scheduling, quality assurance, coaching and guidance, interviewing and performance managing
- Sets and maintains a high level of guest service and professionalism. Provides support across the business in implementing company standards. Leads by example.
- Fully versed and able to execute all aspects of the company service recovery procedure
- Respond to guest reviews, communicate with the Tyax team any positive or negative feedback from the guest experience and follows up in a timely manner
- Assist the team with addressing guest issues
- Execute and attend to guest’s special requests and communicate these requests to the appropriate departments.
- Ensure all enquiries are dealt with following company standards in a timely manner.
- Be able to execute and cover all Guest Services duties: check-ins, check-outs, reservations, changes, cancellations, allocation of rooms, campsites and chalets.
- Manage potential upgrades and room blocks
- Build weekly briefings and communicate effectively with other departments
- Organizing company documents, editing email templates with suitable updates and notifying the team when updates are made.
- Daily cashouts and lodge petty cash administration
- Administer the POS system for our gift shop sales and notifies the Loge Manager when inventory is low.
- Responsible for inventory count of the gift shop and spa and stationary.
- Well versed with PMS system management:
- setting up guest services clerk ID and account permissions
- inputting and managing rooming lists for groups
- reservation audits to ensure accuracy
- producing and tracking gift certificates
- administering guest messages, reviews and payment reconciliation of our third party channels such as Expedia and Booking.com
- processing payments
- Maximize efforts towards productivity, identify problem areas and implement solutions.
- Work with the Housekeeping team on our lost & found tracking.
- Guest room inspections prior to check-in, delegate to the Guest Service and other team members as needed.
- Support other team members and departments when required.
- Oversee the departments’ timesheets and assist in payroll revision on a bi-weekly basis.
- Other duties and projects as assigned by the Lodge Manager.
QUALIFICATIONS & ATTRIBUTES:
- Post-secondary education in Tourism and Hospitality or equivalent.
- Previous supervisory Guest Services/Front Desk experience required, or equivalent.
- Positive, energetic and dynamic personality and a friendly demeanor.
- Ability to problem solve and make decisions.
- Ability to execute company policy under pressure while maintaining exceptional guest service standards.
- Must have strong computer experience including but not limited to: Microsoft Windows, Excel, Word and Goggle documents.
- Property management system knowledge is an asset.
- Outstanding communication and organizational skills is a must.
- Second language skills are an asset.
- Proven ability to work within and lead a team.
- Professional presentation and excellent grooming standards are a must.
PHYSICAL DEMANDS:
- May be required to be on your feet for extended periods of time
Visa Requirements: Must be legally eligible to work in Canada.
Note: Due to the nature of our business all members of the team may be required to take on additional responsibilities at times to ensure an exceptional guest
Compensation
$23.00 - $24.00 per hour