Guest Service Supervisor

ABOUT US

The Sheraton Vancouver Wall Centre and The Westin Wall Centre, Vancouver Airport are dedicated to providing 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.

GUEST SERVICE SUPERVISOR

RESPONSIBILITIES:

· Lead our Front Office Team and maintaining a level of professionalism according to the standards set forth by Wall Centre & Marriott.

· Adhere to all policies and procedures 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

· The candidate must be extremely knowledgeable of all Hotel information such as: hotel outlet hours of operation, local attractions, rate structuring and guest related events such as conventions and meetings.

· The candidate for this role will be organized and self-motivated.

· Assist with any other duties assigned by the Front Office Manager and/or Assistant Front Office Manager.

· Schedule breaks and ensure that both desks and communications are covered during busy times.

· Assists with training of new associates.

· Promote Marriott Rewards program and ensure daily & monthly enrollment quotas are met.

· 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

QUALIFICATIONS:

· 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.

PERKS:

• Explore Travel Program
• Ongoing Associate Appreciation Events

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

Salary: $30.30-$31.35 per hour

Benefits:

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

Flexible Language Requirement:

• French not required

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Experience:

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

Licence/Certification:

• Covid19 Vaccination 2 doses (required)

Ability to Commute:

• Vancouver, BC V6Z 2R9 (required)

Work Location: In person