Guest Service Supervisor

GUEST SERVICE SUPERVISOR

What's in it for you:

• Supervisor role in the largest hotel in Vancouver
• Collaborative, high-performing team environment
• Opportunity to mentor and inspire frontline associates

Benefits and Perks:

• Explore Travel Program
• Ongoing Associate Appreciation Events

Do you thrive in fast-paced environments and lead by example to create exceptional guest experiences? Are you passionate about coaching others and resolving challenges with empathy and efficiency? If so, we invite you to explore this opportunity. As a Guest Services Supervisor, you'll play a key role in guiding the team on the floor, ensuring smooth operations, and handling guest service recovery with professionalism and care, all while upholding our commitment to guest satisfaction.

What your day will look like:

• Lead our Front Office Team and maintaining a level of professionalism according to the standards set forth by Wall Centre & Marriott.
• Participate in and oversee the completion of the Front Office task list and special projects as assigned by AFOM/FOM.
• Ensure that any guest concerns are resolved and addressed in a timely manner.
• Assist with reviewing Marriott Mobile Chat and responding to guests within the allotted timelines and ensure thresholds are being met.
• Review Marriott Mobile Control Panel and assist with sending room readiness notifications and Mobile Keys to guest in a timely manner.
• Solve guests' concerns and reported defects by coordinating with the Manager on Duty and offering compensation and solutions according to hotel and front office guidelines.
• Enter all guest requests and reported defects into Guest Experience, GXP system for effective reporting and follow up.
• Promote and actively enroll guests to the Marriott Rewards Program while adhering to all Marriott Brand Standards
• Assist with training of new associates.
• Adhere to all emergency procedures when called upon.
• Adhere to and promote all company health and safety policies and procedures to ensure a safe work environment.
• Tour preparation and arrival, as needed

Your experience and skills include:

• Minimum of 2 years Guest Service experience on a front desk or equivalent in a similar field.
• Minimum 6 months of night audit experience.
• Demonstrated leadership qualities and the ability make decisions that balance value to our guests and profitability to the hotel.
• Scheduling flexibility and the ability to work more than 8 hours a day is required.
• Fluent in English, both verbal and written.
• Familiarity with all guest related activities and events available within and through outside agencies including: theater, sporting events, recreational activities and the arts.
• Must be eligible to work in Canada. Valid Work or Study Permits – 1 Year Minimum Validity.

To note:

• Complete job description will be presented at the time of job offer

ABOUT US

The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport provide guests with exceptional quality, service, and value. These guiding principles are evident with every check-in, bed made, or breakfast served. You can see this commitment to quality in the physical properties of the hotels themselves; located in the heart of the city and at Vancouver's airport, surveying the magnificent natural elements that combine to make Vancouver one of the most beautiful cities in the world. We are proud to be Vancouver built, Vancouver owned, and Vancouver run.

A wall is only as strong as those that build it. Our associates are brought together by the fundamental sense of self-worth they derive from helping others. While each person's talents are a credit, it is an individual's commitment to the group effort that creates excellence.

Our foundation is exceptional people, and our passion is supporting them to succeed and exceed. More so than experience or education, it is a unanimous enthusiasm that is most highly valued. For those who work hard and consistently display positive attitude and aptitude, the opportunities for growth are endless.

The Sheraton Vancouver Wall Centre Hotel has been notified of imposters using the Hotel name in an attempt to elicit personal information from job seekers. Recent attempts involve fake LinkedIn profiles set up to appear that persons affiliated with the Hotel are seeking applicants to fill positions. These imposters may use InMail, Gmail or some other platform to contact people regarding "open positions" and have even requested banking information from candidates.

The Sheraton Vancouver Wall Centre Hotel does not request SIN number, police background checks or banking information from candidates when you apply. We advise you do not ever provide sensitive personal information such as addresses, birthdates, banking or other account information to an unsolicited contact. We further advise you do not open any attachments on e-mails from someone you do not know.

DIVERSITY

Wall Centre Hotels is committed to diversity and inclusion in the workplace. Wall Centre Hotels, through education, review and engagement is achieving a work environment that is fair and just for all associates and where all associates are valued for the diversity they bring to the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, disability, and age.

Job Types: Full-time, Permanent

Pay: $30.30-$31.35 per hour

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• RRSP match
• Vision care

Application question(s):

• If applicable, is your study or work permit valid for at least 1 year?

Experience:

• Guest Service: 2 years (required)
• Night Audit: 1 year (preferred)

Work Location: In person