Private Residences Supervisor

Private Residences Supervisor

Requirements

• Preferred experience in a luxury hotel in Front Office and/or Concierge or Guest Services.
• Knowledge of Whistler and surrounding areas, highly desirable, however not required.
• Supervisor experience preferred.
• Fluent English (written, spoken and reading).
• Strong written and oral presentation skills.
• Ability to multi-task in a high volume and demanding environment.
• Strong computer skills, including a knowledge of Opera.
• Strong problem solving skills, ability to handle difficult situations and guests.
• Ability to work in Canada.
• Strong commitment to service.

Responsibilities

• Work with guests pre arrival and in house to ascertain preferences and provide insightful recommendations and to ensure the team follows the standards.
• Conducts pre arrival process to contact all future guests to arrange services including but not limited to Dining Reservations, Activities, Shipping packages, various Transportation methods, and researching different vendors and service providers.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interactions with guest will be in person, phone, FS Chat and by email.
• Work closely with various Hotel departments.
• Review Owner bookings, arrivals, next day Guest/owner itineraries.
• Check Arrival rooms.
• Check guests in and out, to handle all guest relocations according to established guidelines and be knowledgeable on all aspects of hotel services, hours of operation, local attractions, owner policies and credit policies.
• Processes packages, messages, mail which may be either by outgoing or incoming in an accurate and timely manner.
• Handle any guest problems or complaints and keep management informed.
• Utilize a variety of software programs. Communicate with internal personnel and departments via Teams, Hotsos and phones. Chat guests via messenger application and utilize Four Seasons guest recognition program. Concierge system to track all requests and Opera to ensure proper billing.
• Assure that desk collateral and information for restaurants, activities, attractions, maps and other local attractions are updated and current. Knows what activities are available in the Valley and establish close contacts with vendors in these areas in order to provide information, ticketing and reservations for guests.
• Review Credit Report.
• Act without prior authority in all matters concerning the safety, security and well-being of hotel guests, patrons and employees in the absence of senior management.
• Perform routine building inspections and walk-throughs to establish a supervisory presence.
• Respond properly in any hotel emergency or safety situation.
• perform other tasks or projects as assigned by hotel management and staff.
• Works closely with Guest Service staff to ensure smooth handling of guest luggage, guest escorts, deliveries and special requests.
• As our hotel is open 24/7, 365 days a year, we expect Front Desk Supervisor to be flexible in working mornings, evenings, weekends, and holidays.

Preferred Qualifications

• Knowledge of Whistler and surrounding areas, highly desirable, however not required.
• Supervisor experience preferred.