Relief Guest Service Supervisor
1990 Barrington St
This position has been filled.
SilverBirch Hotels & Resorts is one of Canada’s leading hotel management companies and manages a large portfolio of full-service, focused service and extended stay hotels across Canada. The company manages independent hotels and hotels operating under major franchise brands, such as Marriott and Hilton.
We are looking for a Relief Guest Service Supervisor
Basic Purpose
The function of the Relief Guest Services Supervisor is to lead the shift and direct the workforce of Guest Services employees during the shift. The Relief Guest Services Supervisor must be able to perform all of the duties of the Guest Service Agent.
 Duties & Responsibilities:
  • Assist the Guest Service Manager in setting direction and achieving Front Office goals
  • Lead First Response in emergency situations:  fire, power outage, flood, bomb threat
  • Create an environment for all team members to consistently deliver hotel standards
  • Provide leadership for the Front Office team and leading by example
  • Motivate and monitor participation in Front Office programs (upsell/comment capture)
  • Contribute to the on boarding process;  assist with scheduling, training and career development of team members
  • Play a lead role in resolving escalated guest service issues
  • Ownership of Rooms inventory 48 hours out as related to house status, overbooking and room type issues. 
  • Assist in oversold situations and relocations as required.
  • Oversee shift operations of all Front Desk positions.
  • Prepare for upcoming groups; monitoring business to ensure appropriate staffing levels
  • Work closely with other departments to ensure exceptional service
Skills, Knowledge and Abilities Required:
  • ·Excellent guest service; excellent communication skills both verbal and written
  • ·Must possess the skills to tactfully and quickly resolve and defuse guest concerns and ensure appropriate follow up
  • ·Proven ability to effectively handle stressful situations, be receptive to change and increased demands
  • ·Demonstrated ability to train, motivate and develop team members thru own experience/ passion for customer service
  • Strong computer and telephone correspondence abilities. 
  • Previous experience using Microsoft such as Word and Excel and property management systems.  Knowledge of Opera is a definite asset.
  • Highly organized, able to multi-task and detail oriented.
  • Work well under pressure and without supervision;  able to perform well in a fast-paced environment
  • Experience in a unionized environment is an asset.
  • Energetic, honest, self-motivated, and flexible;  excellent communication and interpersonal skills
  • Reliable, punctual, and dependable; strong teamwork skills
  • Able to sell the services of the hotel
Preferred Education & Qualifications:
  • 2 years previous guest service experience is required; supervisory experience is also required
  • Diploma in hospitality or previous hospitality experience is an asset
  • WHMIS is an asset, however training can be provided by the hotel
  • Ability to communicate verbally and written in English
  • A valid driver’s license and ability to drive both standard and automatic vehicle is an asset.
  • May be required to provide a driver’s abstract.
Working Conditions:
  • Sometimes exposed to frequently open doors to the outside
  • Fast paced environment that is often demanding
  • Stand, walk and remain on feet to perform job duties for entire shift duration
  • Reach overhead and below the knees, including bending, twisting, pulling, and stooping
  • Available for working a variety of shifts including weekends, and statutory holidays
 Hours and shifts will vary according to occupancy levels and the needs of the department
If you are interested in joining SilverBirch Hotels & Resorts, we want to hear from you!
Apply to:        
If you are considering employment with us, please be advised that SilverBirch Hotels & Resorts 
  • does not require job applicants to pay a fee for a job application or opportunity; and
  • does not make unsolicited offers of employment.
If you have been approached by any entity engaging in such practices who claims to represent SilverBirch Hotels & Resorts, please advise us immediately by email at and contact either the Canadian Anti-Fraud Call Centre at 1-888-495-8501 or the Royal Canadian Mounted Police. 
How to Apply
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