Guest Services / Office Supervisor

MINERS’ BAY LODGE

Miners’ Bay Lodge operates as a family resort in Haliburton County, protecting the traditions established by the Wunker family over 80 years and preserving the Miners’ Bay experience for future generations. The Guest Services / Office Supervisor will work as a member of staff along side the management team, embodying, and living out our core values of Hospitality, Family, Community, and Integrity.

Miners’ Bay Lodge’s goal is to offer a safe, comfortable, relaxing vacation for families that create memories to last a lifetime.

JOB OVERVIEW

The Guest Services / Office Supervisor will report to the Office Manager and is responsible for overseeing the store/gift shop and guest service team (5-7 seasonal staff) creating a warm welcoming environment for our repeat guests and new guest alike.

Helps lead a successful Guest Service team in making not just fantastic first impressions with guests visiting our beautiful property, but lasting impressions. We want all guest experiences to be both exceptional and memorable!

The Guest Services / Office Supervisor will implement processes and controls to help Miners’ Bay Lodge meet and exceed their financial, customer service, and quality goals. They will provide a safe and structured work environment by adhering to and enforcing all policies of Miners’ Bay Lodge.

This position is a full time six (6) month contract from May – October.

JOB RESPONSIBILITIES

• Responsible for the day to day operations of the store/gift shop and guest service team
• Work with the Office Manager and staff to understand and comply with all company policies and procedures including on line reservations, bookings, and cash handling procedures.
• Ensure end of day tasks are completed including cash transactions, deposits, and balancing of floats. Notify Office Manager of any discrepancies.
• Responsible for the administrative tasks such as preparing and processing deposits and bills for weekly guests as well as seasonal trailer guests, budget adherence, and supervising inventory for the store.
• Ensures that store and gift shop are stocked and maintained to the Miners’ Bay Lodge standard.
• Monitor and reply to office emails, phone messages and, where applicable, forward to appropriate other management staff.
• Lead Guest Services team during high volume periods and be visible and present for guest questions.

• Encourage, motivate and empower employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Work efficiently with guest complaints/concerns and ensure all requests are completed in a timely manner by partnering with Office Manager and, if applicable, General Manager.
• Partner with the Kitchen, Maintenance, and Housekeeping departments to complete guest requests and maintain communication of necessary information.
• Provide feedback to Office Manager with associate scheduling based on business volumes and occupancy levels.
• Act as Manager on Duty (MOD) as required and on Office Manager’s days off.
• Ensure that Guest Service and Store/Gift Shop goals are communicated, understood by team
• Partner with Office Manager to ensure that Guest Services and store team members clearly understand their job roles, responsibilities and performance expectations, provide feedback of any concerns to Office Manager.
• Assist the Office Manager in development and implementation of employee orientation and training.
• Leads the weekly employee recognition program, plans special staff events with Office Manager input.
• Is exceptionally knowledgeable about the resort’s facilities and services, as well as the surrounding area.
• Work with Office Manager and management team on Lodge events (ex: weddings, reunions, Hike Haliburton, and conferences, etc.).
• Act as a leader within MBL, leading by example. Encourages and builds mutual trust, respect, and cooperation among team members.
• Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the health and safety program.
• Other duties as assigned
• REQUIREMENTS / SPECIALIZED SKILLS:
• Minimum 2 years of Guest Service/Hotel experience or related customer service experience.
• Strong focus on exceptional customer service
• Excellent verbal, written communication and mathematical skills
• Proficient using Microsoft Office/Excel
• Previous experience with POS or Hotel reservation software an asset
• Strong leadership skills; able to lead colleagues to achieve MBL’s vision and goals
• Highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Enthusiasm and passion for your work
• Must possess a professional presentation
• Flexible work schedule - must be able to work all shifts, days, evenings, weekends and holidays

Job Types: Full-time, Contract

Salary: Up to $22.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• Casual dress
• Discounted or free food
• Housing allowance
• On-site parking
• Store discount

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person