Pursuit Guest Services Supervisor Jasper Lodging

Banff Jasper Collection by Pursuit

Jasper, AB
Full-time, Seasonal

Job details
Job type
Full Job Description
What will be your daily pursuit?:
To support, coach and inspire the Guest Services team to create an unforgettable experience.
What perks can you expect?:
Work in a dynamic, culturally diverse team from around the globe
Work experience in an iconic, unforgettable, and inspiring location
Free access to Pursuit attractions for staff and family, send a friend at half the price!
Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
A safe work environment with structured COVID procedures and vaccination policies
The chance to work in an inclusive culture and make life-long friends
Access to subsidized mental health and wellness resources
Opportunities for career growth or future work at other Pursuit locations
Access to one of the world’s most beautiful and iconic National Parks
What will you do in this job?:
A key member of the Pursuit portfolio in Jasper this position provides support for our team by assisting, guiding, and owning our guests experience within our Jasper Lodging properties- ensuring our guests stays are positive and memorable
Position reports to the Guest Service Manager and provides appropriate coverage when the GSM is not present- work schedule will vary, involving weekday and weekend shifts as well as evening and morning shifts
Primarily the role involves supervising the evening activities of hotel operations with a focus on the front office operations
Welcoming to all guests you meet and encourage 5-star service from the entire team
Assist in training of new front desk staff and at times working desk shifts
Effectively handle all guest complaints, taking corrective action to prevent recurrence and convert the guest into a happy customer.
Communication: ensure effective communication channels and follows ups are in place for all departments to ensure guests’ challenges are handled seamlessly through the course of their stay, involving leadership whenever necessary
Familiarize yourself with night audit procedures and functions in order that coverage can be provided when needed
Acclimatize yourself with Pursuit attractions as well as Jasper activities in the area enabling you to be an ambassador for these experiences and align with core value #2
Monitor the Hotels’ ambiance elements to drive a welcoming arrival experience for our guests
Ensure all staff are familiar, comfortable, and confident with the Hotel’s emergency procedures and in a state of preparedness for any emergency
Strive to achieve 100% occupancy in our Hotels by: Investigating suspected double bookings, incorrect booking dates and all late arrivals
Assist staff with overbooking situations and room or property moves
Actively balance room inventory on a nightly basis adjusting for any late day changes.
Assist staff with any balancing for the following day
Responsible to carry the on-call phone when required (to cover days off for GSM)
Familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility
Respond effectively to onsite challenges and follow up with guests in person to ensure experience recovery
Assist in managing online social media responses for LOB’s and effectively aid in guest recovery/prevents reoccurrence of issues at hand.)
Assist other Hotel Teams when required
Complete random room inspections weekly to ensure we are keeping up with pursuit standards
Nightly report to be sent to all managers including details of guest experience issues
Assists in creative projects with the goal to enhance guest service, front office efficiency, and team engagement
Represents the business in a positive light. Ensures the company vision, mission statement, and core values are a top priority
What skills and experience do you need for this job?:
Exemplary communication skills (both verbal and written) with an ability to overcome objections and lead teams to provide memorable guest experiences
Ability to guide staff, provide positive reinforcement, and encourage success
Flexibility to work evenings and weekends with minimal supervision
Ability to handle stressful situations using problem solving skills dealing directly with guest conflict
Be able to multitask and manage multiple platforms at once.
Passionate about hospitality and creating memorable experiences for our guests.
High attention to detail and ability to prioritize in a fast-paced environment
Able to speak, read, write, and understand the primary language(s) used in the workplace
Public speaking skills an asset (training)
Possesses a positive energy and the ability to spread positivity within the team.
Proven computer skills
High school or equivalent education required, Bachelor’s Degree or related technical school degree preferred
Two to Four years in hospitality with previous supervisory skills an asset.
All employees must maintain a neat, clean, and well-groomed appearance per Pursuit standards
What will your work environment be like?:
Beautiful. You’ll work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
Independent. You’ll spend your days in and around national parks.
Remote. Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi
Busy. You need to be prepared for a physical working environment with walking, stair climbing, bending, reaching, lifting (up to 50 pounds with assistance) required
This job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.

EEO Information: Pursuit is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics.
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