Guest Service Supervisor

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Terms of Employment:
Permanent, Full-Time (30-40 h/w)

Wage: $25.50

Language of Work:
English

Work Location:

Campbell River, BC.

Company Profile:

Coast Discovery Inn is a welcoming hotel located in the heart of Campbell River, British Columbia, offering guests a perfect blend of comfort, convenience, and coastal charm. With a strong reputation for customer service, pet-friendly accommodations, and versatile business facilities, Coast Discovery Inn provides a comfortable and memorable experience for both business and leisure travelers visiting Vancouver Island.

We are looking for a highly organized Guest Service Supervisor at Coast Discovery Inn, ensuring efficient hotel performance and exceptional guest experiences. The role involves supervising and training staff, managing schedules, coordinating with housekeeping, maintenance, and other departments, handling check-ins, check-outs, and guest inquiries, resolving complaints (including escalated issues), preparing operational reports, and monitoring service quality.

• Supervise, coordinate, and assign the daily activities of guest services and front desk staff to ensure smooth hotel operations.
• Establish work schedules, monitor attendance, and ensure adequate staffing coverage for all guest services areas.
• Train, coach, and evaluate staff on company policies, service standards, operational procedures, and safety protocols.
• Oversee check-in, check-out, reservations, and guest inquiries, ensuring efficient and high-quality service.
• Handle guest complaints, escalated issues, and service challenges promptly, providing leadership and guidance to staff.
• Coordinate activities with housekeeping, maintenance, food & beverage, and management teams to maintain operational efficiency.
• Prepare daily, weekly, and monthly reports on occupancy, revenue, guest feedback, and staff performance.
• Requisition and maintain guest services supplies and ensure proper functioning of front desk and service equipment.
• Implement and monitor service quality standards and operational procedures to enhance guest satisfaction.
• Promote a professional, welcoming, and customer-focused work environment, setting a positive example in leadership, workplace conduct, and service delivery.

• Completion of secondary school; post-secondary education or a hospitality diploma is an asset.
• Minimum two years of experience in hospitality or customer service supervision, preferably in a hotel, resort, or related accommodation setting.
• Strong leadership, coaching, and team management skills, with proven ability to supervise and coordinate staff across multiple guest services areas.
• Competent in the use of front desk systems, reservation platforms, and Microsoft Office Suite (Word, Excel, Outlook).
• Flexible availability to accommodate varying schedules, including night shifts, weekends, holidays, and peak seasons.
• Successful completion of Coast Guest Experience training or equivalent customer service programs.
• Experience in preparing operational reports, monitoring service standards, and coordinating with multiple departments is preferred.
• Competent in the use of multi-line switchboards, point-of-sale systems, and other front-office technology.

• Advanced communication and interpersonal skills in English (oral and written) to interact effectively with guests, staff, and management.
• Strong leadership and team management abilities to supervise, coach, and motivate staff across front desk and guest services operations.
• Excellent problem-solving and conflict resolution skills, including handling escalated guest complaints and complex service issues.
• Multi-tasking, organizational, and time management skills to oversee daily operations and coordinate with multiple departments.
• Demonstrate initiative, independent decision-making, and cross-department collaboration to maintain operational efficiency.
• Strong operational and reporting skills, including monitoring service quality and preparing daily, weekly, and monthly reports.
• Ability to maintain professionalism and lead by example, modeling Coast’s core values of accountability, teamwork, and service excellence.
• Commitment to continuous improvement and implementation procedures that enhance guest satisfaction.

Email resume to: coastd

As an equal opportunity employer, we encourage applications from all qualified individuals and specifically applicants from traditionally underrepresented groups – including Indigenous persons, vulnerable youth, newcomers, and persons with disabilities – who may contribute to the continued diversification of our organization.

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