We are looking for a warm, detail-oriented, and service-driven professional to join The Parkside Hotel & Spa as our Guest Services Supervisor.
POSITION OVERVIEW
The Guest Services Supervisor plays a key leadership role in creating exceptional guest experiences by supporting the day-to-day operations of the Front Desk. Working closely with the Front Office Manager, this position provides hands-on leadership during shifts, coaches and supports Guest Services Agents, and ensures every guest receives warm, professional, and efficient service.
KEY RESPONSIBILITIES AND DUTIES:
- Provides day-to-day guidance and support to Guest Services Agents.
- Coordinates daily task assignments and ensures adequate break coverage.
- Leads by example through professional conduct and communication.
- Provides ongoing training and motivation to the team.
- Answers external and internal phone calls.
- Assists guests through the check-in and check-out process.
- Responds to all guest inquiries received by phone, email, and third-party extranets.
- Demonstrates knowledge of all room types, property features, facilities, and the local area to effectively assist guests and promote the hotel’s offerings.
- Creates room reservations with accuracy.
- Consistently aware of daily house activity; arrivals, departures, in-house, groups, meetings, events, and information passed on from other departments.
- Reviews daily arrivals and departures to ensure accuracy and accommodate guest requests.
- Explains various hotel and spa policies.
- Verifies daily charges to guest folios, making corrections as necessary.
- Reviews final billing and processes payments upon check out.
- Handles cash, credit, debit, and gift card transactions in accordance with hotel policy and procedures.
- Addresses guest complaints promptly and professionally.
- Conducts shift handovers, accurately communicating key information to incoming team members.
- Ensures the guest services team upholds hotel standards, policies, and vision while on shift.
- Assists with coverage of reservations, recreation, bell, and night audit when required.
QUALIFICATIONS:
- 1+ year of hotel front desk experience is required.
- Previous supervisory or leadership experience is preferred.
- Post-secondary education in hospitality is an asset.
- Competency with Opera Cloud PMS and Microsoft Office is strongly preferred.
- Strong verbal and written communication skills in English.
- Excellent telephone etiquette and customer service skills.
- Highly organized, with strong multitasking and prioritization skills.
- Demonstrated decision-making and problem-solving capabilities.
- Ability to work cohesively with fellow colleagues as part of a team, as well as independently in a fast-paced environment.
- Available to work varied shifts, including days, evenings, weekends, and holidays.
- Must be available for occasional overnight shifts from 11:00 p.m. - 7:00 a.m.
Thank you for your interest. We look forward to welcoming the successful candidate to Team Parkside!
Job Type: Full-time
Pay: From $23.53 per hour
Benefits:
- Extended health care
- On-site gym
- On-site parking
- Paid time off
Application question(s):
- Are you legally eligible to work in Canada? This may include Canadian citizenship, permanent residency, a valid work permit, or other authorization to work in Canada. Only candidates with eligible work status will be considered for this role.
Please specify your current status.
- Are you currently living in Victoria
Work Location: In person
