Guest Services Supervisor
Holiday Inn Express & Suites Dartmouth
Dartmouth, Nova Scotia
**Evenings, Weekends and Some Holidays are required**

WHAT’S THE JOB?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Supervisor, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. As a supervisor, you’ll be coaching and mentoring the Front Office team by creating an environment of contagious learning and job fulfilment in a positive working environment.

YOUR DAY-TO-DAY
  • Be the warm welcome that kicks off a memorable guest experience. 
  • Acknowledge Rewards Club members and returning guests, in person or on the phone. 
  • Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. 
  • Handle cash and credit transactions. 
  • Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes. 
  • Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary. 
  • Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed. 
  • Take pride in your appearance and place as a brand ambassador. 
  • Always know what events and activities are on the day’s schedule. 
  • Jump into other duties when your colleagues need your help.
  • Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns. 
  • Coaching and mentoring the Front Office team by creating an environment of contagious learning and job fulfilment in a positive working environment.
  • Committing to guest satisfaction through consistent follow up on all guest satisfaction issues; delivering outstanding service recovery.
  • On-site contact for Front Office IT systems, responsible for ensuring all systems are operational. 
  • Overseeing the daily operations of the Front Office, managing arrivals, departures, group and tour needs, along with balancing room inventory and achieving rate.
  • Leading the achievement of the department’s revenue goals through training, motivation, promotion and incentives in pursuit of our room upsell and parking targets.
  • Strong and effective communication with all other departments; partnering to ensure property-wide service standards for our guests. 
WHAT WE NEED FROM YOU
  • Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
  • Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
  • Fluency in the local language - extra language skills would be great, but not essential.
  • Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers. 
  • Flexibility - evenings, weekends and holiday shifts are all part of the job. 
  • You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential. 
  • Experience - ideally, you’ll have spent at least two years in a front desk or guest service position. 
  • Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling. 
How to Apply
Contact Name: Joan Collett
Mailing Address: 335 John Savage Ave
Phone: 902-431-1122
Fax: 902-431-1144
Email: jcollett@hiedartmouth.com
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